Internet protocol call-in centers and establishing remote agents

ABSTRACT

An IPNT call center is provided wherein agent&#39;s computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.

FIELD OF THE INVENTION

[0001] The present invention in its several aspects presented herein isin the area of telephone communication in the broadest sense; that is,including all multimedia communication aspects of intelligent networks,call-center technology including computer-telephony integration (CTI),and Internet protocol telephony networks and related technology.

BACKGROUND OF THE INVENTION

[0002] Telephone is one of the most widely used communication equipmentsin the world. At first, it was merely a convenient tool to allow peopleto communicate while they are physically separated. Recently, manycompanies use telephones to market products and services, providetechnical supports to consumer products, allow customers to access theirown financial data, etc. Thus, telephone is becoming a major businessand marketing tool.

[0003] In order to more effectively use telephone for business andmarketing purposes, call centers have been developed. In a call center,a large number of agents handle telephone communication with customers.The matching of calls between customers and agents is typicallyperformed by software. A simple example is used here to describe a fewof the many advantages of using call centers. When a call is made to acall center, the telephone number of the calling line is typically madeavailable to the call center by a telephone carrier. Based on thistelephone number, the software in the call center can access a databaseserver to obtain information about the customer who has been assignedthat phone number. The software can now route the call to an agent whocan best handle the call based on predefined criteria (e.g., languageskill, knowledge of products the customer bought, etc.). The softwareimmediately transfers relevant information to a computer screen used bythe agent. Thus, the agent can gain valuable information about thecustomer prior to receiving the call. As a result, the agent can moreeffectively handle the telephone transaction.

[0004] It can be seen from the above example that the enablingtechnology requires a combination of telephone switching and computerinformation processing technologies. The term commonly used for thiscombined technology is computer-telephony-integration (CTI).

[0005] In recent years, advances in computer technology and telephonyequipment and infrastructure as well has provided many opportunities forimproving telephone service. Similarly, development of the informationand data network known as the Internet together with advances incomputer hardware and software has led to a new multi-media telephonesystem known in the art as Internet protocol network telephony (IPNT).In IPNT as well as in the older intelligent and CTI-enhanced telephonysystems, both privately and publicly switched, it is desirable to handlemore calls faster and to provide improved service in every way,including such improvements as video calls and conferencing.

[0006] In various embodiments and aspects of the present inventiondescribed in enabling detail below, new and enhanced apparatus andmethods are provided for improving telephony systems and service.

SUMMARY OF THE INVENTION

[0007] In a preferred embodiment of the present invention a method forestablishing a home agent from an Internet-connected call center isprovided, comprising steps of (a) placing a first Internet ProtocolNetwork Telephony (IPNT) call from a call-center managing computer to aPC at an agent's location remote from the call-center managing computer,thereby establishing an active IPNT call; (b) receiving a second IPNTcall from a client at the call-center managing computer; and (c)substituting the second call for the first call as the active IPNT call.Third and subsequent calls may be connected to the remote agent byrepeating the steps.

[0008] In alternative embodiment local agents having PCs are connectedto the call-center managing computer by a local area network (LAN), andplural home agents are established by opening IPNT calls to the pluralhome agents via the Internet, and wherein IPNT calls are routed to thelocal agents on the LAN and to the plural home agents without ending theconnections to the home agents.

[0009] In another aspect of the invention an Internet Protocol NetworkTelephony (IPNT) call center is provided, comprising a managing computerhaving a connection to a wide area network (WAN); and a plurality ofagent stations at remote locations from the managing computer, a PC ateach of the agent stations also connected to the Internet. In thisembodiment the managing computer is adapted to establish a first IPNTcall to one of the remote agent stations over the WAN, to receive asecond IPNT call from a client while the first call is open, and tosubstitute the first call for the second call, thereby connecting thehome agent with the client placing the second call. In a preferredembodiment the WAN is the Internet.

[0010] In some embodiments the managing computer is further adapted tosubstitute third and subsequent calls for clients for the open call tothe agent station, thereby connecting a series of calls from clients tothe managing computer to the agent at the agent station. In systems withplural remote agents the managing computer is adapted to select remoteagents to interact with client callers, and to connect incoming IPNTcalls to any remote agent with whom an IPNT connection has been made.There may be local agent stations having PCs connected to the managingcomputer on a local area network, and the managing computer may beadapted to select agent stations to receive incoming calls, and to routeincoming calls to agent stations without regard for whether the selectedagent station is connected to the managing computer by LAN or WAN.

[0011] In some embodiments the managing computer is a Computer TelephonyIntegration (CTI) processor in a multimedia call center, the CTIprocessor connected by a CTI link to a telephony switching apparatushaving a wide band trunk for receiving telephone calls and pluralstation side ports connected to telephones at the local agent stations.In this embodiment incoming calls, both plain old telephone service(POTS) and IPNT calls, are routed to selected agents according torouting rules covering all incoming calls without preference to type,IPNT calls being transferred to PCs and telephone calls to telephones bymanipulating the switching apparatus.

[0012] The invention provides an IPNT-capable call center architecturewherein agents may be locally employed, or employed from their homes orremote businesses. Further, the maintenance of an open IPNT call andsubstituting incoming calls as business is completed on previous calls,provides for a system that is quicker than conventional systems, as newcalls don't have to be established repeatedly with the same remoteagent. Once an IPNT call is made, it need not be broken while the agentis on duty and disposed to interact with clients.

BRIEF DESCRIPTION OF THE DRAWINGS

[0013]FIG. 1 is a block diagram of a video routing system of the presentinvention.

[0014]FIG. 2 is a flow chart of a trunk route script which allows a hostof the present invention to control the operation of a private branchexchange.

[0015]FIG. 3 is a flow chart showing the operation of the video routingsystem of the present invention.

[0016]FIG. 4 is a drawing showing the logical connection betweencomponents in a call station of the present invention.

[0017]FIG. 5 is a block diagram of a voice and data communication systemof the present invention.

[0018]FIG. 6 is a block diagram of a computer-telephony-integrationsystem of the present invention.

[0019]FIG. 7 is a flow diagram showing the flow of events during anexemplary data and voice communication session conducted in accordancewith the present invention.

[0020]FIG. 8 is a block diagram of anothercomputer-telephony-integration system of the present invention.

[0021]FIG. 9 is a flow diagram showing the flow of events during anotherexemplary data and voice communication session conducted in accordancewith the present invention.

[0022]FIG. 10 is a drawing showing a call center architecture of thepresent invention.

[0023]FIG. 11 is a flow chart showing an embodiment of the presentinvention.

[0024]FIG. 12 is a block diagram of a prior art call centerarchitecture.

[0025]FIG. 13 is a block diagram of a multiple call center'sarchitecture of the present invention.

[0026]FIG. 14 is a schematic diagram showing illustrating objects usedin a stat-server of the multiple call centers system of the presentinvention.

[0027]FIGS. 15A and 15B (in combination) is a flow diagram showing theoperation of a multiple call centers system in accordance with thepresent invention.

[0028]FIG. 16 is a schematic diagram of a call center system containinga central controller of the present invention.

[0029]FIG. 17 is a schematic diagram of an individual call center of thepresent invention.

[0030]FIG. 18 is a timing diagram showing a time interval when theestimation algorithm in accordance with the present invention is neededbecause no actual data is available.

[0031]FIG. 19 is a block diagram of a call center that can implement themultiple object state determination system of the present invention.

[0032]FIG. 20 is a schematic diagram illustrating objects used in astat-server of the multiple call centers system of the presentinvention.

[0033]FIG. 21 is a block diagram showing an e-mail processing center ofthe present invention.

[0034]FIG. 22 is a block diagram of a e-mail to CTI server adapter usedin the e-mail processing center of the present invention.

[0035]FIG. 23 is a flow chart showing the operation of the e-mailprocessing center of FIG. 20.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS VideoTelecommunication Routing Systems and Methods (3215)

[0036] The present invention comprises a novel video telecommunicationrouting system and related methods. The following description ispresented to enable any person skilled in the art to make and use theinvention. Description of specific applications is provided only asexamples. Various modifications to the preferred embodiments will bereadily apparent to those skilled in the art, and the general principlesdefined herein may be applied to other embodiments and applicationswithout departing from the spirit and scope of the invention. Thus, thepresent invention is not intended to be limited to the embodimentsshown, but is to be accorded the widest scope consistent with theprinciples and features disclosed herein.

[0037]FIG. 1 is a block diagram of a video routing system 100 of thepresent invention. System 100 comprises a video kiosk 102 whichoriginates a video call and a call center 110 which accepts and assignsan appropriate video agent to process the call. Video Kiosk 102 and callcenter 110 are connected to a public-switched telephone network (PSTN)104 via telephone lines 106 and 107, respectively. As will be explainedbelow, line 106 is preferably a basic rate interface and line 107 ispreferably a primary rate interface. Consequently, video calls betweenvideo kiosk 102 and call center 110 are carried by PSTN 104.

[0038] Call center 110 comprises a video routing device 111 whichaccepts calls (including video calls) when predetermined phone numbersare dialed, and then routes individual call to one of a plurality ofstations in accordance with predefined criteria. These stations includevideo stations 115-117. In an embodiment of the present invention, thecriteria could vary in real time as the characteristics of the calls andvideo stations change.

[0039] It is possible for call center 110 to process video calls fromother video kiosks, such as kiosk 103. Call center 110 may also processconventional voice calls.

[0040] In one embodiment of the present invention, video stations115-117 can be connected to a communication network 121. This networkcould be a local area network commonly used in many offices. Otherdevices, such as a database server 122, can also be connected to network121. Information of video stations, call center personnel and customerscan be stored in database server 120. This information is accessible byvideo stations 115-117. It should be appreciated that database server120 does not have to be a sophisticated database management system. Itcould be as simple as a table stored in a small data processing device.Video routing device 111 may optionally be connected to database server120 so as to access the information. This information can also be storedinside video routing device 111.

[0041] An example of the types of video telecommunication that can beadvantageously handled by routing system 100 is intelligent routing of avideo conference between a customer located at video kiosk 102 and anappropriate agent sitting by one of the video stations in call center110.

[0042] Video routing device 111 comprises a switching device 112 foraccepting calls from PSTN 104. Switching device 112 could be a automaticcall distributor (ACD)/private branch exchange (PBX) or a PSTN switch.It should be appreciated that switching device 112 (hereinafter “ACD/PBX112”) can be a customer premise equipment or may be provided by atelephone communication carrier. ACD/PBX 112 contains a high bandwidthport 144 (for connecting to PSTN 104) and a plurality of low bandwidthports (such as ports 146-150). Some of these ports can be connected tovideo stations 115-117. The other low bandwidth ports can be connectedto voice-based devices. Each of the low bandwidth ports is assigned oneor more directory numbers. In one embodiment of the present invention,two directory numbers (corresponding to two telephone channels) areassigned to a video station.

[0043] ACD/PBX 112 is also connected to a CTI/PBX server 113 through acomputer-telephony-integration (CTI) link 123. Video routing device 111comprises two other servers: a routing server/video ACD 114 for routingvideo calls and a stat-server 124 for storing historic information ofcall center 110. CTI/PBX server 113 functions as an interface betweenthese two servers and ACD/PBX 112. These three servers are connected tocommunication network 121. In the present embodiment, the function ofthese servers are provided by software modules. As explained below,these three servers can be used in combination with a conventionalACD/PBX to achieve the video routing function of the present invention.

[0044] High bandwidth port 144 of ACD/PBX 112 is preferably connected toa high capacity telephone line, such as a primary rate interface (PRI)as defined in the CCITT ISDN 1.431 standard. This is one of thestandards of the international ISDN protocol. Low bandwidth ports146-145 could be a single voice channel or a basic rate interface (BRI)as defined in CCITT ISDN 1.430 standard. Basically, BRI offers two 56kilo-bit-per-second (Kbps) user data channels (the “bearer” or Bchannels) and one 16 Kbps signaling channel (the D channel). Thisinterface is also referred to as 2B+D. The combined bandwidth is 128Kbps. The PRI offers twenty three user data channels and one 64 Kbpssignaling channel. This interface is also referred to as 23B+D.

[0045] In order to deliver video information at an acceptable level ofquality (e.g., 15 frame per second), current compression technologyprefers a bandwidth of at least 112 to 128 Kbps. This amount ofbandwidth cannot be provided by a single telephone channel but could beprovided by an ISDN BRI. Thus, in FIG. 1, line 106 connecting videokiosk 102 to PSTN 104 is preferably a BRI line.

[0046] As discussed above, a BRI line essentially comprises twotelephone channels. These two telephone channels must be connected tothe same low bandwidth port of PBX 142 in order to allow all the videodata from video kiosk 102 to be transmitted to the same video station. Aconventional PBX does not have the ability to recognize that twotelephone channels originated from the same video kiosk. Thus, it is notpossible for it to connect them to the same video station.

[0047] In one embodiment of the present invention, the servers in videorouting device 111 (i.e., CTI/PBX server 113, stat-server 124 androuting server/video ACD 114; these three servers are collectivelycalled the “host”) are used in combination with a conventional PBX toroute calls originated from video kiosk 102 to the appropriate lowbandwidth port. In this embodiment, ACD/PBX 112 is a conventional PBXwhich comprises a data processing device capable of executing aninternal trunk route script. This script contains a plurality ofcommands which control the operation of ACD/PBX 112. For example, thescript can connect calls received at high bandwidth port 144 to lowbandwidth ports in accordance with certain criteria, determine the typeof music or announcement to play when a call is put on hold, select thestrategy to queue calls when all low bandwidth ports are busy, etc.

[0048] In this embodiment of the present invention, the above describedservers are used to determine the operation of ACD/PBX 112 (i.e., theinternal trunk route script is essentially disabled). As a result,intelligence and routing decisions are moved from ACD/PBX 112 to thehost. FIG. 2 is a flow chart 200 showing a trunk route script whichallows the host to control the operation of ACD/PBX 112. ACD/PBX 112receives an incoming call (step 202). ACD/PBX 112 places a request tothe host for routing the call (step 204). ACD/PBX 112 then waits for aresponse from the host (step 206). If it receives a response from thehost, control is transferred to host, which then performs routingoperation in accordance with criteria determined by the host (step 208).Flow chart 200 then ends, and another call can be processed by ACD/PBX112 and the host. If ACD/PBX 112 does not receive a response from thehost, it determines whether a response timeout (e.g., 10 seconds) haselapsed (step 210). If the answer is yes, ACD/PBX 112 then executes itsinternal script (step 212). Thus, the internal script provides a defaultrouting routine for the call center. Flow chart 200 then ends, andanother call can be processed by ACD/PBX 112 and the host. If the answeris no, ACD/PBX 112 continues to wait (i.e., flow chart 200 branches backto step 206).

[0049] In the preferred embodiment of the present invention, videorouting is performed by combining the resources of stat-server 124,routing server/video ACD 114, and CTI/PBX server 113. Stat-server 124contains a database for storing all relevant activities of call center110 (e.g., the current status and history of activities of all lowbandwidth ports). Routing server/video ACD 114 routes calls toappropriate low bandwidth ports based on factors such as the informationcontained in stat-server 124, the information delivered by ACD/PBX 112and the status of various low bandwidth ports. CTI/PBX server 113 actsas a bridge between ACD/PBX 112 at one end and stat-server 124 androuting server/video ACD 114 at the other end. CTI/PBX server 113 isdesigned to interface with PBXs manufactured by different vendors andpresent a uniform application program interface (API) to stat-server 124and routing server/video ACD 114. An advantage of this arrangement isthat individual components in video routing device 111 could be replacedand enhanced separately. For example, substantially the same routingserver/video ACD and stat-server could be used with PBXs from differentmanufacturers by changing CTI/PBX server 113.

[0050] The operation of an embodiment of video routing system 100 is nowdescribed in connection with flow chart 250 of FIG. 3. The video routingsystem in this embodiment operates in a telephone system in which twoseparate telephone numbers are associated with an ISDN channel. Itshould be note that this embodiment can be modified in a mannerdescribed below to function in a telephone system in which only onetelephone number is associated with an ISDN channel.

[0051] In system 100, a regular toll-free 800-number is pre-assigned tocarry video information. Thus, video kiosk 102 dials this number twice,each time using a different phone number associated with the ISDNchannel (step 252). The time gap for connecting these two calls to callcenter 110 by PSTN 104 ranges from less than a second to severalseconds. Typically, the gap is below one minute.

[0052] PSTN 104 connects the calls to call center 110 (step 254). Eachtime when the 800-number is dialed, PSTN 104 delivers two pieces ofinformation to ACD/PBX 112: a “dial number identification system” (DNIS)for uniquely identifying the toll-free 800-number and an “automaticnumber identification” (ANI) for uniquely identifying the telephone linewhich originates the call. In this embodiment, the above described tollfree 800-number and the ISDN line connected to video kiosk 102 arepre-assigned for video conference purposes. The DNIS and ANIs of thecorresponding 800-number and ISDN line should have been previouslystored in a database (which could be located in routing server/video ACD114 or database server 120).

[0053] In the present invention, ACD/PBX 112 transfers control of callsto the host (step 258). When ACD/PBX 112 receives the DNIS and the firstof two ANIs from PSTN 104, it sends these two numbers to CTI/PBX server113, which in turn sends them to routing server/video ACD 114. Routingdecision is not made by ACD/PBX 112. Because this DNIS is one of thenumbers recognized by routing server/video ACD 114 to be associated witha video call, the video routine algorithm of routing server/video ACD114 is invoked. This serves as a convenient method for screening outnon-video calls.

[0054] Routing server/video ACD 114 then determines if this is a newvideo call or a part of an existing video call (step 260). It branchesto a “DN-Relate” database. An example of a DN-Relate database is shownin Table 1: TABLE 1 DN-Relate DN1# DN2# Status Time Stamp Related ANI1000 1001 Available  9:20 1040 1041 Unavailable 10:10 1060 1061 Waiting10:32 1213

[0055] It should be appreciated that the format and informationcontained in table 1 is for illustrative purposes only. The design ofthe table can be easily changed and enhanced by persons of ordinaryskill in the art.

[0056] In table 1, the entries under the columns “DN1#” and “DN2#”correspond to the pairs of directory numbers assigned to video stations.Each pair of directory numbers will be connected to the same videostation. The column entitled “status” indicates the status of thedirectory numbers. If the entry is “unavailable,” these directorynumbers are not available (e.g., video station not yet logged in) andshould not be connected to a new video call. If the entry is“available,” these directory numbers could be used to connect to a newvideo telecommunication. If the entry is “waiting,” one of the two ANIshas been received, and a second ANI needs to be received to complete thevideo telecommunication. The entries under “time stamp” containtime-related information. This information could be used as part of theinput variables of a routing algorithm, e.g., the video station waitedlongest for a video call should be connected first. The entries under“Related ANI” contain the second of two ANIs used for completing a videoconnection. The entries of this column can be used by routingserver/video ACD 114 to connect appropriate video calls to the correctvideo station.

[0057] The last row in table 1 is now explained. The numbers 1060 and1061 under DN1# and DN2#, respectively, correspond to the directorynumbers assigned to the same video station. The status is “waiting,”indicating that one of the directory numbers, e.g., 1060 under DN1#, haspreviously been connected to an incoming video call and this videostation is waiting for the second incoming video call. The time undertime stamp corresponds to the time the first call is received. Thenumber under “related ANI”, i.e., 1213, corresponds to the ANI of theanticipated second call. The method of entering the anticipated ANI intable 1 will be explained below.

[0058] Routing server/video ACD 114 compares the ANI obtained fromACD/PBX 112 to the ANIs stored in the DN-Relate database (step 262). Ifthere is a match, routing server/video ACD 114 knows that this videocall relates to an existing call. For example, if the received ANI is1213, the database in table 1 indicates that video routing system 100 iswaiting for this ANI to complete a video connection, and this callshould be routed to DN# 1061. The status column of the corresponding rowshould be updated to indicate that video telecommunication has beenestablished (step 264). Routing server/video ACD 114 then connects thevideo call to the waiting directory number (i.e., the correspondingentry under DN2#) indicated in the database (step 266). Flow chart 250ends and another call can be processed.

[0059] If routing server/video ACD 114 does not find any match, it needsto look for an available video station (step 270). It checks to see if avideo station is available (step 272). Assuming that more than one videostations are available, one of them will be selected in accordance withpredetermined criteria. For example, the time stamp column of a pair ofavailable directory numbers indicates the time this pair of directorynumbers first became available. This information could be used as afactor to select the appropriate video station. After an available videostation is selected, routing server/video ACD 114 updates the status ofthis station (step 280). Specifically, it sets the corresponding statusto “waiting” and sets the time stamp in the database. Routingserver/video ACD 114 then connects the incoming call to the directorynumber (under “DN1#”) of the selected video station (step 282).

[0060] Routing server/video ACD 114 needs to obtain the correspondingANI for the remaining call (step 286). It jumps to a “ANI-relate”database. This database contains entries of the pairs of phones numbersassociated with the ISDN lines assigned for video telecommunicationpurposes. For example, if a first ISDN line (connected to a first videokiosk) associates with ANIs 1212 and 1213 while a second ISDN line(connected to a second video kiosk) associates with ANIs 3726 and 3727,the ANI-relate database would have entries shown in Table 2: TABLE 2ANI-Relate First ANI Second ANI 1212 1213 1213 1212 3276 3277 3277 3276(Other pairs of ANIs)

[0061] It should be appreciated that the format and informationcontained in table 2 is for illustrative purposes only. The design ofthe table can be easily changed and enhanced by persons of ordinaryskill in the art.

[0062] As an example, if the ANI received by routing server/video ACD114 is 3276, the ANI-Relate database indicates that the ANI associatedwith the same video call is 3277. Thus, routing server/video ACD 114 isable to obtain the second of a pair of ANIs associated with a videoconnection. It then returns to DN-Relate database (see table 1) andplaces the number 3277 under the column “related ANI” of the selectedvideo station. Routing system 100 then waits for incoming calls havingthis second ANI. Flow chart 250 ends and waits for the next call.

[0063] If there is no available video station, routing server/video ACD114 sends the call to a queue to wait for an available station (step292). In the present invention, a new method is used to queue videocalls. This method is different from those used on standard voice calls.As stated earlier a call cannot be connected to one point and thendisconnected to another point. Such operation will destroy the call. Asa result, the new method, described below, is needed to handle thequeuing.

[0064] In step 294, routing server/video ACD 114 checks to see if thevideo call has been in the queue for longer than an allowed time (i.e.,the timeout period). If the allowed time has expired, routingserver/video ACD 114 records the ANI that attempts to call the callcenter (step 296). When a video station is later available, this ANI canbe retrieved by a video agent and a call can be placed by that videoagent to the kiosk (or person) which had originated the call. In themean time, ACD/PBX 112 is instructed to disconnect the video call andreturn a busy signal (step 298). This is the least desirable option. Itshould be used when no video agents are available and none are seen tobecome available within a relatively short time frame. The timeoutperiod is set to reflect this consideration.

[0065] If the video call has been in the queue for shorter than theallowed time, routing server/video ACD 114 continues to try to connectthe call (step 302). That is, flow chart 250 loops back to step 272.During this period of time, the video call remains in a ringing state.The loop continues until the timeout has elapsed. At that time, steps296 and 298 are executed.

[0066] It can be seen from the above description of flow chart 250 thatvideo routing device 111 is able to receive video calls and connect themto appropriate video stations (if available) in call center 110. Videorouting device 111 could also access database server 120, if there is aneed to do so, to obtain additional information about video kiosk 102and the video station selected for connection. This information can besent to an agent monitoring the selected video station.

[0067] As pointed out above, video routing device 111 can also be usedfor the situation where only one phone number is assigned to an ISDNchannel. In this case, there is no need to generate the “ANI-relate”database because the entries in the first and second columns will be thesame. The calling ANI is directly written to the appropriate row of the“related ANI” column. This is because the calling ANI and theanticipated second ANI are the same.

[0068]FIG. 4 is a drawing showing the logical connection betweencomponents in call center 110. It can be seen from FIG. 4 that ACD/PBX112 is connected only to CTI/PBX 113. Information regarding calls iscommunicated to stat-server 124 by CTI/PBX 113 so that stat-server 124can record all telephone transactions. CTI/PBX server 113 is alsoconnected to routing server/video ACD 114 for allowing it to route videocalls. Routing server/video ACD 114 is connected to stat-server 124because the information stored therein is used by routing server/videoACD 114 to route calls. Further, stat-server 124 records routinginstructions of routing server/video ACD 114. Routing server/video ACD114 is also connected to database server 120 to obtain additionalinformation for routing calls. Stat-server 120 and database server 120are connected so that information contained therein can be shared andupdated.

[0069] Video stations 115-117 are connected to routing server/video ACD114 so that video calls can be routed thereto. Video stations 115-117are also connected to database server 120 so that information regardingcustomers, products, etc., can be downloaded from database server 120.

[0070] It should be appreciated that even though CTI/PBX 113, routingserver/video ACD 114, stat-server 124 and database server 120 are shownas separate components, they could be combined into one, two or threecomponents residing on one or more data processing devices.

Apparatus and Methods for Coordinating Telephone and Data Communications(3216)

[0071] The present invention comprises a novel system and relatedmethods for coordinating telephone and data communications. Thefollowing description is presented to enable any person skilled in theart to make and use the invention. Description of specific applicationsis provided only as examples. Various modifications to the preferredembodiments will be readily apparent to those skilled in the art, andthe general principles defined herein may be applied to otherembodiments and applications without departing from the spirit and scopeof the invention. Thus, the present invention is not intended to belimited to the embodiments shown, but is to be accorded the widest scopeconsistent with the principles and features disclosed herein.

[0072]FIG. 5 is a block diagram showing a voice/data communicationsystem 1100 operating in accordance with the present invention. System1100 comprises a provider site 1102 and a customer site 1104 connectedby a data communication network 1106, such as the Internet. It should beappreciated that the Internet is used here as an exemplary datacommunication network, and the present invention is not limited to beused in Internet. In this embodiment, provider site 1102 and customersite 1104 are engaged in electronic commercial transactions. Thus,provider site 1102 sends (via Internet 1106) product information, orderforms, confirmation notices, etc. to customer site 104 and customer site1104 sends in (again via Internet 1106) orders, shipping address, andpayment information, etc. to provider site 1102. In this system,provider site refers generally to a location which sells information,products or services and customer site refers to a location whichrequests such information, products or services. A plurality of othersprovider site, such as provider site 1108, and a plurality of othercustomer sites, such as customer site 1110, are also connected toInternet 1106.

[0073] It should be appreciated that the present invention relates tocoordinating data and telephone communications between any two sites.The description of provider sites and customer sites pertains to animportant (but not the only) application of the present inventionenvisioned by the inventor. The present invention can be applied to manyapplications.

[0074] Customer site 1104 comprises a client computer 1114 running abrowser 1116 of the present invention. Client computer 1114 is connectedto a modem 1122 which is coupled to a TCP/IP connection 1124. As aresult, client computer 1114 is able to gain access to the Internet1106. A user in customer site 1104 use browser 1116 to communicate withother computers connected to Internet 1106.

[0075] Customer site 1104 also contains a telephone 1128 which allowsthe user in customer site 1104 to make telephone communication with aservice agent in provider site 1102. Telephone 1128 is coupled to apublic switched telephone network (PSTN) 1160 via a telephone channel1162. In the prior art system, it is not possible for the system tocoordinate voice (via PSTN 1160) and data (via Internet 1106)communication between the user and the service agent. One aspect of thepresent invention allows such coordination to take place. As a result,the user and the service agent can display the same data (e.g., the sameweb page) at their respective computer screens and communicate orally(or visually if picture-phones are installed in both sites) at the sametime.

[0076] Provider site 1102 comprises a server 1132 connected to Internet1106 through a TCP/IP connection 1134. Server 1132 supplies various webdocuments (e.g., product information, order forms, etc.) to browsersthat request the documents. Provider site 1102 contains a serviceassistance center 1140 in which a number of service agents can taketelephone calls from users in various customer sites. Service assistancecenter 1140 contains a computer-telephony-integration (CTI) system 1142for accepting calls from PSTN 1160 and routing calls to a plurality oftelephones, one of them is shown as telephone 1144. Service assistancecenter 1140 also contains a plurality of computers, one of them is shownas computer 1146. CTI system 1142 is coupled to PSTN 1160 via a highbandwidth telephone channel 1164, such as a primary rate interface (PRI)as defined in the CCITT ISDN 1.431 standard. The service agents use boththe computers and telephones to efficiently provide services to varioususers in the customer sites.

[0077] It should be appreciated that the CTI system 1142 is not limitedto route voice communication. It can also route other types ofcommunication. A CTI system that can route video calls has beendisclosed in a copending patent application entitled “VideoTelecommunication Routing Systems and Methods” filed Oct. 25, 1995 inthe names of Alec Miloslavsky and Jason Goecke. This copending patentapplication is hereby incorporated by reference. It should also beappreciated that service assistance center 1140 and provider site 1102can be in different physical locations, as long as they are electricallyconnected in the manner described below.

[0078] The Internet side of the invention is first described. Browser1116 is a piece of software that can display information sent by server1132. A protocol for communication between customer site 104 andprovider site 1102 using Internet 1106 is the HTTP or web protocol. Oneof the advantages of web protocol is that the display on browser 1116 isa graphic document (commonly called a web page) containing text, images,and other information. Each web page has an address in a recognizedformat—the URL, or Uniform Resource Locator—that enables computers allover the world to access it. Browser 1116 sends a request to the URL ofa web page in server 1132. Server 1132 respond with a file encoded in aspecial language called the hypertext markup language (HTML). Thislanguage contains “tags” which allows a programmer to specify theappearance of the web page and set up hyperlinks to other HTML documents(located in the same or other servers). As a result, the user incustomer site 1104 is able to use browser 1116 to access information inserver 1132.

[0079] The web protocol also contains various mechanisms, e.g.,common-gateway-interface (CGI), POST and GET methods, etc., for browser1116 and server 1132 to communicate with each other. As a result, it ispossible to design a system for the user in customer site 104 to placeorders through the web page. For example, the user can click on an iconon a web page to order a product associated with the icon. Server 1132receives and processes the order. This is one of the methods forcarrying out electronic commercial transactions.

[0080] When the user in customer site 104 is reviewing information onbrowser 1116 or is about to place an order, the user may request theattention of a service agent in service assistance center 1140. Forexample, the user may want to ask additional information or provideconfidential information (such as a credit card number) orally to theservice agent. It is desirable for the service agent to display onhis/her computer 1146 the same web page displayed on browser 1116 whileinteraction with the user through telephone. It is also desirable forthe service agent to obtain as much information about customer site 1104as possible prior to commencing telephone communication with the user.

[0081] In the prior art methods, the user has to look up the telephonenumber of the service assistance center and manually call the center.After connected to a service agent, the user has to explain his/herneeds, and if necessary, describe to the agent the web page beingdisplayed on the browser. The service agent needs to identify the userand may have to access the server to find the web page displayed on theuser's computer. It can be seen that this method is very slow and tiesup valuable time of a service agent. As a result, prior art serviceassistance centers require many service agents in order to provideadequate service to customers.

[0082] One aspect of the present invention provides automaticcoordination between the telephone communication and the Internetcommunication. As an example, when the telephone communication isestablished, the web page displayed by browser 116 is automaticallydisplayed on computer 1146 together with information about customer site1104. As a result, the service agent may anticipate the user's needs andimmediately provides desired services to the user. It should beappreciated that telephone communication in the present system includesvoice and/or video communication through PSTN 1160.

[0083] In the present invention, the web page originated from server1132 contains an icon, such as a button 1118, positioned at a convenientlocation of the web page. This icon is displayed by browser 1116. Whenthe user wishes to initiate telephone communication with serviceassistance center 140, he/she can click on (i.e., select) button 118.There is no need for the user to look up the telephone number of serviceassistance center 1140. One way for browser 1116 to display a clickablebutton 1118 is by embedding (at the appropriate place in the associatedHTML document) a tag of the form: <A HREF=“phone.html”> <IMGsrc=“HTTP://“button.gif”> </A>. In this example, “button. gif” is theURL addresses of a graphic file (in a popular graphic format called GIF)associated with the button icon and “phone.html” is the URL address of afile which can respond to the clicking. This tag tells a browser todisplay the “button” image (which is preferably stored in server 1132),and to treat it as a clickable item that, whenever a user clicks on itwith a mouse, triggers a connection to the file “phone.html” (alsopreferably stored in server 1132).

[0084] When button 1118 is clicked, browser 1116 sends a telephoneservice request to “phone.html” in server 1132. Server 1132 then sendsthe request and associated data (e.g., the identity of customer site 104and the HTML document associated with the web page displayed on browser1116) to a service request process (SRP) 1168. SRP 1168 is a softwaremodule which could run on server 1132 or on a separate data processingdevice. SRP 1168 selects an available service agent in accordance withpredetermined criteria (e.g., availability of agents, previousinteraction between a certain agent and customer site 1104). Assumingthat the service agent associated with computer 1146 is selected, theHTML document previously sent to customer site 1104 is delivered tocomputer 1146. Computer 1146 contains a browser and can display the HTMLdocument. As a result, the service agent who will interact with the userin customer site 1104 is able to see the same web page the user isseeing. As explained below, other information about customer site 1104can also be sent to computer 1146. This information is accessible by theservice agent.

[0085] One aspect of the present invention is a CTI system that canprovide a telephone connection between the user and the service agentassociated with computer 1146. FIG. 2 shows a block diagram of CTIsystem 1142 which works with SRP 1168 to provide such a connection.Reference numerals in FIG. 6 that are the same as that for FIG. 5 referto the same elements.

[0086] CTI system 1142 comprises a switching device 1202 for acceptingcalls from PSTN 1160. Examples of switching device 1202 are (but notlimited to) an automatic call distributor (ACD)/private branch exchange(PBX) and a PSTN switch. It should be appreciated that switching device1202 (hereinafter “PBX 202”) can be a customer premise equipment or maybe provided by a telephone communication carrier. PBX 1202 contains ahigh bandwidth port 1204 (for connecting to PSTN 1104) and a pluralityof low bandwidth ports (such as ports 1206-1209). Each of the lowbandwidth ports is assigned one or more directory numbers. Some of theseports can be connected to telephones used by service agents (such astelephones 1213 and 1216).

[0087] In order to facilitate the operation of service agents, eachagent has easy access to a telephone and a computer. In FIG. 6, atelephone and a computer is set up as a station and assigned to aservice agent. For example, telephone 1213 and a computer 1214 isgrouped as a station 1215 while telephone 1216 and a computer 1217 isgrouped as a station 1218. When a service agent logs in, he/she canenter his/her identification information to computers 1214 and 1217,respectively. As explained above, information on the service agents(such as language skill, knowledge of products, etc.) could be used bySRP 1168 as some of the factors in selecting an appropriate serviceagent to interact with a particular user.

[0088] PBX 1202 is connected to a CTI server 1222 through a CTI link1220. CTI system 1142 also comprises a stat-server 1224 and a routingserver 1226. Stat-server 1224 stores all relevant activities of CTIsystem 1142 (e.g., the current status and history of activities of alllow bandwidth ports). Routing server 1226 routes calls to appropriatelow bandwidth ports based on factors such as the information containedin stat-server 1224, the information delivered by PBX 1202 and thestatus of various low bandwidth ports. CTI system 1142 contains adatabase server1 228 containing information of provider site 1102, e.g.,agent skills, and information pertaining to the customers of providersite 1102, including information of customer site 1104. CTI system 1142also contains an external router 1230, working together with SRP 1168,for reserving a specific telephone channel between customer site 1104and the telephone in the station of the selected service agent. Thedetail operation of external router 1230 will be described below.

[0089] One function of CTI server 1222 is to act as a bridge between PBX1202 at one end and stat-server1 224, external router 1230 and routingserver 1226 at the other end. CTI server 1222 is designed to interfacewith PBXs manufactured by different vendors and present a uniformapplication program interface (API) to stat-server 1224, external router1230 and routing server 1226. An advantage of this arrangement is thatindividual components in CTI system 1142 could be replaced and enhancedseparately. For example, substantially the same routing server, externalrouter and stat-server could be used with PBXs from differentmanufacturers (e.g., AT&T, Northern Telecom or Ericsson) by changing CTIserver 1222. Specifically, different versions of a particularimplementation of CTI server 1222 can be designed to match with switchesmade by different manufacturers (provided that the switches have a CTIlink). These versions communicate with the same routing server, externalrouter and stat-server through a standard protocol which isswitch-independent.

[0090] In one embodiment of the present invention, stat-server 1224,external router 1230, routing server 1226, external router 1230, andcomputers 1214 and 1217 are connected to a communication network 1234.In the present embodiment, the function of these servers and externalrouter 1230 are provided by software modules running in one or morecomputers. It should be appreciated that even though CTI server 1222,routing server 1226, stat-server 1224, external router 1230 and databaseserver 1228 are shown as separate components, they could be combinedinto one, two, three or four components residing on one or more dataprocessing devices.

[0091] SRP 1168 is connected to external router 1230 and communicationnetwork 1234. After a user in customer site 1104 clicks on button 1118and issues a request, SRP 1168 determines the status of the agentcomputers (e.g., whether computers 1214 and 1217 have been turned on)and the identity of agents in the stations. SRP 1160 may need to accessdatabase server 2128 and stat-server 1224 to obtain the necessaryinformation. SRP 1168 then selects an appropriate agent and notifiesexternal router 1230. External router 1230 selects a telephone number ofa routing point of PBX 1202 and associate this telephone number with thedirectory number of PBX 1202 which connects to the telephone of theselected service agent. The routing point is a component in PBX 1202which generates a CTI redirect request to CTI server 1222 whenever acall reaches this component. This routing point could be a controldirectory number, virtual directory number, or a trunk/dial numberidentification system (DNIS). The exact nature of the telephone numberis not important, as long as it is a number which can reach the routingpoint. Thus, the telephone number could be a private network number, apublic network number or an international number.

[0092] External router 1230 notifies CTI server 1222 and SRP 1168 ofthis telephone number. SRP 1168 causes server 1132 to send thistelephone number to browser 1116 in customer site 1104. Browser 1116 caneither display this number so that the user can dial it manually or dialthe number electronically and notifies the user about the status of thetelephone connection. When PBX 1202 receives a call having thistelephone number, it directs the call to CTI server 1222. CTI server1222 sends the call to external router 1230, which then delivers thiscall to the directory number associated with the selected service agent.

[0093] PBX 1202 keeps a number of such routing points specificallyreserved to accommodate requests from SRP 1168. These routing points areused as “semaphores” by SRP 1168. They are allocated and deallocated asneeded. Once a routing point is reserved by SRP 1168 for a particularservice agent, it is considered unavailable. Once the call is routed tothe service agent, the routing point is again usable.

[0094]FIG. 7 is a flow diagram showing the flow of events during anexemplary data and voice communication session using the CTI systemshown in FIG. 6. In FIG. 7, operations are grouped under three columns1306-1308 indicating the locations in which the operations take place:customer site, server/SRP and service assistance center. When a sessionstarts, browser 1116 in customer site 1104 sends a URL to server 1132(operation 1310). Server 1132 responds by sending browser 1116 a HTMLdocument (operation 1312). This document contains a tag causing browser1116 to display a clickable button. Browser 1116 receives the HTMLdocument and creates a web page based on the HTML document (operation1314). After reviewing the displayed web page, the user clicks on button1118. Browser 1116 responses by sending a request for an agent (togetherwith data identifying customer site 1104, if needed) to server 1132(operation 1316). Server 1132 delivers the request and the data to SRP1168, which in turn delivers the information to external router 1230(operation 1320). External router 1230 selects a service agent. Itreserves a telephone number and associates it with a telephone used bythe selected service agent. This telephone number is sent to SRP 1168(operation 1324). At this time, the service agent receives informationregarding customer site 1104 and the HTML documents previously sent tobrowser 1116 (operation 1325). The telephone number received by SRP 1168is sent to server 1132, which in turn sends the number to browser 1116(operation 1326). Browser 1116 (or the user) then dials the telephonenumber so as to establish telephone connection to the selected serviceagent (operation 1330). As pointed out above, this telephone numbercauses PBX 1202 to route the call to the directory number associatedwith the selected service agent. The service agent receives thetelephone call (operation 1332). At this time, the service agent hasalready acquired a lot of information about customer site 1104 and theweb pages previously delivered thereto.

[0095] Another embodiment of the present invention is now described. Inthis embodiment, call center 1102 initiates the telephone call (inresponse to a request by a user in customer site 104) instead ofcustomer site 1104 initiates the telephone call. Referring now to FIG.5, the user requests a telephone call by clicking on button 118 (whichcould be labeled a “call me” button). A dialog box appears. It asked theuser to enter the telephone number of phone 1128. Browser 1116 thensends the telephone number of phone 1128 to server 1132 in provider site1102. Alternatively, the telephone number could have been previouslystored in computer 1114 (e.g., in the form of a persistent client stateinformation commonly called the “cookies” in Internet technicalliterature). Server 1132 then sends the telephone number and associateddata (e.g., the identity of customer site 1104 and the HTML documentassociated with the web page displayed on browser 1116) to SRP 1168. SRP1168 then requests service assistance center 1140 to call this telephonenumber and select an agent to talk with the user.

[0096] Browser 1116 could send other identification information insteadof the telephone number to server 1132. For example, the name orInternet address of customer site 1104 could be sent. Server 1132 or SRP1168 could maintain a customer list associating the identificationinformation with the telephone number of phone 1128. As a result,service assistance center 1140 could call telephone 1128 based oninformation on this customer list.

[0097] Other information can also be sent by browser 1116. For example,the user can specify a certain time period on a certain date as anappropriate time for receiving calls from service assistance center1140.

[0098]FIG. 8 is a block diagram of a CTI system 1350 which can calltelephone 1128 in accordance with the present invention. Referencenumerals in FIGS. 6 and 8 that are the same refer to the same elements.It should be appreciated that a CTI system can be formed by combiningelements in FIGS. 6 and 8 so as to allow either provider site 1102 ortelephone 1128 to initiate the telephone call.

[0099] In FIG. 8, SRP 1168 is connected to an outbound call controller1354, which is in turn connected to switching device 1202 andcommunication network 1234. After SRP 1168 received the telephone numberof phone 1128, it deposits the number in a list server 1356. This serveris essentially a queue which contains all the telephones which needs tobe dialed out by service assistance center 1140. Typically, the queue isarranged in a first-in-first-out manner. However, it is possible to setup a different priority scheme for scheduling the calls.

[0100] Outbound call controller 1354 dials the telephone numbers in listserver 1356. The progress of the call is monitored by a call progressiondetector (CPD) 1358. Detector 1358 returns the status of the call (e.g.,line busy, call received by a facsimile machine, call received by amodem, etc.). Outbound call controller 1354 takes appropriate actionsbased on this status, e.g., it can dial another number in list server1356 if the telephone corresponding to a previously dialed number isbusy.

[0101] When the telephone number corresponding to phone 1128 is dialedand CPD 1358 determines that the line is not busy, outbound callcontroller 1354 requests routing server 1226 to find a free agent who isqualified to handle the call to customer site 1104. SRP 1168 can thensend the digital data (e.g, the HTML document displayed on the user'scomputer) to the selected agent. As a result, an agent in serviceassistance center 1140 is able to talk with a user in customer site 104while reviewing the web page displayed on browser 1116 in customer site1104.

[0102] In a different version of this embodiment, SRP 1168 can estimatethe length of time for service assistance center 1140 to call telephone1128 based on the number of telephone numbers already in list server1356 and the availability of agents. If this length of time isexcessively long, SRP 1168 may ask Internet server 1132 to send amessage to browser 1116 informing the user of the estimated waitingtime. The user has the freedom to request a rescheduling of the call.

[0103]FIG. 9 is a flow diagram showing the flow of events during anexemplary data and voice communication session using the CTI systemshown in FIG. 8. In FIG. 9, operations are grouped under three columns1406-1408 (similar to that of FIG. 7) indicating the locations in whichthe operations take place: customer site, server/SRP and serviceassistance center. When a session starts, browser 1116 in customer site1104 sends a URL to server 1132 (operation 1410). Server 1132 respondsby sending browser 1116 a HTML document (operation 1412). This documentcontains a tag causing browser 1116 to display a clickable button.Browser 1116 receives the HTML document and creates a web page based onthe HTML document (operation 1414). After reviewing the displayed webpage, the user clicks on “call me” button 1118. Browser 1116 responsesby sending a request for a phone call, together with telephone numberand/or data identifying customer site 1104, to server 1132 (operation1416). Server 1132 delivers the request and the telephone number to SRP1168, which in turn delivers the number to outbound call controller 1354(operation 1420). The telephone number is placed in list server 1354(operation 1424). Controller 1354 dials outbound phone calls from numberis list server 1354 (operation 1426). When the user in customer site1104 answers the call (operation 1430), an agent in service assistancecenter 1102 is assigned to handle the call (operation 1432). Datarelated to customer site 1104 and the web page viewed by the user isdelivered to the agent. The agent can then answer the call with allnecessary information on hand (operation 1434).

Methods and Apparatus for Implementing a Network Call Center (3219)

[0104] The present invention comprises a novel call center architectureand related methods. The following description is presented to enableany person skilled in the art to make and use the invention. Descriptionof specific applications is provided only as examples. Variousmodifications to the preferred embodiments will be readily apparent tothose skilled in the art, and the general principles defined herein maybe applied to other embodiments and applications without departing fromthe spirit and scope of the invention. Thus, the present invention isnot intended to be limited to the embodiments shown, but is to beaccorded the widest scope consistent with the principles and featuresdisclosed herein.

[0105]FIG. 10 is a drawing showing a call center architecture 2100 ofthe present invention. Architecture 2100 contains a network providercall center 2102 and a customer call center 2104. Network provider callcenter 2102 is maintained by an operator of a public-switched telephonenetwork (PSTN) 2105. Customer call center 2104 is linked to PSTN 2105 bya telephone link 2106. Customer call center 2104 is also optionallylinked to provider call center 2102 by a data connector 2172. In thisarchitecture, most of the equipments associated with the implementationof a call center are preferably located at provider call center 2102while the agents are preferably located at customer call center 2104.

[0106] Network provider call center 2102 provides call center servicesto other customers, such as customer call center 2108. These callcenters are linked to PSTN 2105 by telephone links. For example,customer call center 2108 is linked to PSTN 2105 by telephone link 2109.Further, customer call center 2108 is optionally connected to providercall center 2102 by a data connector 2174.

[0107] In order to illustrate the operation of the present invention,the system in FIG. 10 is used to perform predictive dialing. In thiscase, agents in customer call center 2104 want to contact potentialbuyers of a product or service. The telephone numbers of these potentialbuyers are stored in a database in provider call center 2102. Equipmentsin provider call center 2102 dial these telephone numbers. If atelephone number is busy, another telephone number is dialedautomatically. When a potential buyer answers the call, the call isimmediately routed to an available agent in customer call center 104.The agent can then talk to the buyer regarding the product or service.

[0108] Customer call center 2104 comprises a private branch exchangeand/or automatic call distributor (shown in FIG. 10 as PBX 2152) and aplurality of stations, such as stations 22154 and 2156. Each station hasa telephone (such as telephones 2158 and 2160 in stations 2154 and 2156,respectively) and a computer (such as computers 2159 and 2161). Thetelephones are connected to PBX 2152. The computers are connected to alocal area network 2166, which is in turn connected to data connector2172. Agents in customer call center 2104 are assigned to these stationsto operate the telephones provided therein.

[0109] Provider call center 2102 comprises a network switch 2110, a CTIsystem 2112 and a computer predictive dialer 2114. Network switch 2110contains circuits that can provide switching and call distributionfunctions. Network switch 2110 is coupled to a high bandwidth telephoneline 2116 so that a plurality of telephone channels are available forconnecting to the telephones of potential buyers. Network switch 2110also contains means for keeping an incoming call connected theretocontinuously so that this incoming call can be routed at will to anylines controlled by network switch 2110 (referred herein as the“continuous connection” function). Network switches made by somemanufacturers contain this means. For those network switches that do notcontain this means, a “looped around” circuit 2120 can be used toprovide the same continuous connection functionality. Looped aroundcircuit 2120 comprises a pair of station trunks 2122 and 2124 in anetwork switch that are physically connected together. This arrangementallows an incoming call (originated from an agent in a customer callcenter) terminated at one of the station trunks, such as station trunk2122, to be continuously connected to network switch 2110, as long asthe call is not disconnected by the caller (i.e., the agent) whoinitiated the call. The means for keeping incoming calls connected andthe looped around circuit are collectively called the “continuousconnection means.” During the time the incoming call is connected tocontinuous connection means, network switch 2110 can communicate withthe caller (i.e., the agent) at any time without the need to reestablishthe telephone connection.

[0110]FIG. 10 shows the structure of CTI system 2112. It contains aCTI-server 2132, a stat-server 2134, a routing server 2136 and adatabase server 2138. Stat-server 2134 contains a database for storingall relevant activities of CTI system 2112 (e.g., the current status andhistory of all calls in CTI system 2112). Database server 2138 containsinformation of customer call center 2104, such as information on variousagents who work in customer call center 2104. Routing server 2136 routescalls to appropriate stations in customer call center 2104 based onfactors such as the information contained in stat-server 2134 and thestatus of various stations in customer call center 2104. CTI-server2132, stat-server 2134, routing server 2136 and database server 2138 areconnected by a data communication network 2140. Data connectors 2172 and2174 connect data communication network 2140 to the local area networksin customer call centers 2104 and 2108, respectively (such as local areanetwork 2166 in center 2104).

[0111] CTI server 2132 acts as a bridge between network switch 2110 atone end and stat-server 2134 and routing server 2136 at the other end.CTI server 2132 is designed to interface with network switchesmanufactured by different vendors and present a uniform applicationprogram interface (API) to stat-server 2134 and routing server 2136. Anadvantage of this arrangement is that individual components in providercall station 2102 could be replaced and enhanced separately. Forexample, substantially the same routing server and stat-server could beused with network switches from different manufacturers (e.g., AT&T,Northern Telecom or Ericsson) by changing CTI server 2132. Specifically,different versions of a particular implementation of CTI server 2132 canbe designed to match with switches made by different manufacturers(provided that the switches have a CTI link). These versions communicatewith the same routing server, database server and stat-server through astandard protocol which is switch-independent.

[0112] In operation, when an agent begins work at one of the stations incustomer call center 2104, such as station 2154, he dials apredetermined telephone number which terminates at network switch 2110.When network switch 2110 receives this call, it connect the call to thecontinuous connection means. For the network switches that contains looparound circuit 2120, the call is connected to station trunk 2122. As aresult, telephone 2158 in station 2154 is connected to network switch2110 until the agent terminates the call. The agent can also send hisidentification number and other information to routing server 2136 usingtelephone 2158 or computer 2159. At this time, CTI system 2112 knowsthat station 2154 is now in operation and the identity of the agent instation 2154. CTI system 2112 can route calls to this station. Otheragents can log on to the system using the same method.

[0113] In order to illustrate an application of the present invention,predictive dialing using call center architecture 2100 is described.When predictive dialing starts, CPD 2114 causes network switch 2110 todial telephone numbers from its list. CPD 2114 can be a softwarecomprising a list manager (for managing a list of phone numbers to bedialed) and a dialer application. CPD 2114 is connected to datacommunication network 2140. When a connection to a potential buyer isestablished, network switch 2110 passes this information to CTI system2112, which routes the call to one of the agents in customer call center2104. Because telephone connections between provider call center 2102and the agents have previously been established, network switch 2110 canimmediately connect the call to the selected agent. As a result, thereis little delay in establishing communication between the agent and thebuyer.

[0114] An important advantage of the present invention is that all callcenter features are centralized. As pointed out above, database server2138 and stat-server 2134 contains information of the activities, usersand agents of the call center. This information will be centrallyavailable. Routing server 2136 can centrally control the operation ofthe entire system (which includes provider call center 2102 and all thecustomer call centers) and route calls to the most qualified agent toservice a call.

[0115]FIG. 11 is a flow chart 2200 showing the operation of the systemshown in FIG. 10. In step 2204, the agents in customer call center 2104call the predetermined number to provider call center 2102. In step2206, the call terminates at the means for continuously connecting anincoming call (such as loop around circuit 22120). At step 2210, CPD2114 dials phone numbers in a list. It determines whether a call isconnected (step 2212). If the answer is negative (i.e., the call notconnected), flow chart 2200 branches back to step 2210 and another phonenumber from the list is selected for dialing. If the answer is positive,the software in provider call center 2102 selects an appropriate agentto take the call. The call is routed to the selected agent (step 2216).CPD 2114 determines whether other phone numbers in the list need to becalled (step 2220). If more numbers need to be called, flow chart 2250branches back to step 2210, and the phone numbers are dialed. If no morephone numbers in the list needs to be called, flow chart 2200 terminates(step 2222).

[0116] It should be appreciated that the above described operation canbe applied to other customer call centers. Also, other services, inaddition to predictive dialing, can also be performed by networkprovider call center 2102. For example, the present invention can alsobe used by provider call center 2102 to process all inbound calls of thecustomer call centers. In this situation, the delay in establishingcommunication between agents and callers may not be an overly importantproblem. However, the ability to centralized information and operationremain an important advantage of the present invention over the priorart.

[0117] It should also be appreciated that even though CTI server 2132,routing server 2136, stat-server 2134 and database server 2138 are shownas separate components, they could be combined into one, two or threecomponents residing on one or more data processing devices. In oneembodiment of the present invention, they are implemented as aclient/server architecture, and they can be geographically separated.

[0118] In addition to customer call centers, individual stations canalso use the service of the network call center. As an example, FIG. 10shows a station 2180 having a telephone 2182 and a computer 2184. Phone2182 is connected to PSTN 2105 via line 2186 and computer 2184 isconnected to data communication network 2140 via data connector 2188. Inoperation, an agent in station 2180 dials a predetermined telephonenumber which terminates at network switch 2110. Switch 2110 thenconnects this call to station trunk 2122. As a result, telephone 2182 isconnected to network switch 2110 until the agent terminates the call.Consequently, the equipment and software in provider call center 2102are available to station 2180.

[0119] The present invention can also be applied to multiple networkcall centers. The data communication networks in these network callcenters (such as network 2140 of FIG. 10) are connected to each other bya high speed data connector. The network switches of these call centersare connected to each other using reserved telephone connections. As aresult, telephone calls can be routed from one call center to anotherwithout undue delay.

System and Method for Operating a Plurality of Call Centers (3220)

[0120] The present invention comprises a novel call center architectureand related methods. The following description is presented to enableany person skilled in the art to make and use the invention. Descriptionof specific applications is provided only as examples. Variousmodifications to the preferred embodiments will be readily apparent tothose skilled in the art, and the general principles defined herein maybe applied to other embodiments and applications without departing fromthe spirit and scope of the invention. Thus, the present invention isnot intended to be limited to the embodiments shown, but is to beaccorded the widest scope consistent with the principles and featuresdisclosed herein.

[0121]FIG. 12 shows a schematic diagram of a prior art system havingcall centers in separate geographic locations. As explained below, theoperations of these call centers are not integrated, thereby leading toinefficient use of resources.

[0122]FIG. 12 shows two call centers 3100 and 3150 out of a plurality ofcall centers. Because the structure of these call centers are similar,only one of them (center 3100) will be described in detail. Call center3100 is connected to a public-switched telephone network (PSTN) 1304. Itcomprises a switch 3108 for accepting calls from PSTN 3104. Switch 3108could be an automatic call distributor (ACD)/private branch exchange(PBX) or a PSTN switch. Switch 3108 contains a high bandwidth port 3110(for connecting to PSTN 33104) and a plurality of low bandwidth ports(such as ports 3112-3114). Some of these low bandwidth ports can beconnected to voice-based devices. For example, ports 3112-3113 isconnected to telephones 3116-3117, respectively. Agents are assigned tohandle these telephones. Each of the low bandwidth ports is assigned oneor more directory numbers (DN″).

[0123] It has been found that the function performed by a standardswitch is rather limited and cannot meet the requirements of a typicalcall center. For example, it is desirable to provide information about acall to a workstation (such as workstation 3132-3133) available to eachagent. The telephone and a corresponding workstation form an integralunit (such as units 3141 and 3142) to serve a call. However, a switchcannot search, process and route data to these workstations.Consequently, a new technology, called computer-telephony-integration(CTI), is needed to route a combination of voice and digital data todesired places.

[0124] As a way to implement CTI, call center 3100 further contains arouting subsystem 3122 connected to a CTI server 3124, which is in turnconnected to switch 3108 through a CTI link 3126. The communicationbetween switch 3108 and server 3124 typically follows the X.25 protocol.CTI server 3124 can be considered an interfacing software which allowsrouting subsystem 3122 to interact in a consistent manner with switch3108 (which may be made by one of several vendors). Switch 3108 notifiesCTI server 3124 when a call is received. CTI server 3124 sends theinformation to routing routine 3122, which selects an agent bestqualified to answer the call in accordance with predetermined criteria.CTI server 3124 then notifies switch 3108 to direct the call to thetelephone of the selected agent while routing subsystem 3122 directsdata relating to the person placing the call to the workstation of theselected agent.

[0125] In order to facilitate data communication, a communicationnetwork 3136 is used to digitally connect routing subsystem 3122, CTIserver 3124 and workstation's 3132-3133.

[0126] As can be seen in FIG. 12, prior art call centers containseparate switch, CTI servers, and routing subsystems. The problem withthis architecture is that routing can only be performed locally. Thus,even if there is an agent best suitable to handle a call, the callcannot be routed to this agent if he/she is located in another callcenter.

[0127]FIG. 13 is a schematic diagram showing a global call centerarchitecture 3160 in accordance with the present invention. Thisarchitecture allows routing of calls received by one call center to anagent located in a geographically separated call center. Digital datarelated to the calls (e.g., customer and ordering information related totelephones which originate the calls) is also routed to the agent. As aresult, the resources of these call centers can be better utilized.

[0128] As an example to illustrate the advantages of the global callcenter architecture, a call center may be temporarily swamped withcalls, and thus need to direct calls to other call centers that arerelatively quiet. The global call center architecture of the presentinvention can direct the calls to an appropriate agent in another callcenter, thereby fully utilizing the resources of the call centers.

[0129] Another advantage of the present architecture is that it allowsdifferent call centers to maintain specialized resources. There are goodreasons why specialized resources can be better acquired by differentcall centers. For example, call centers that are close to universitiesor high-tech areas would be in a better position to hire agents who canprovide technical information to customers. Similarly, call centerslocated in metropolitan areas around the coastal areas would be in abetter position to hire agents having foreign language skills. Thus,calls which require these specialized resources but initially receivedby a call center located away from the above-mentioned areas are likelyto find the best qualified agent located in one of these call centers.The present inventions allow these calls to be routed to the bestqualified agent in these specialized call centers.

[0130] Yet another advantage of the architecture shown in FIG. 13 isthat all the information can be centrally managed. As a result, theinformation in a database can be easily updated and maintained. Incontrast, if each call center maintains its own database, it would bedifficult to enforce data integrity.

[0131]FIG. 13 shows two call centers 3162 and 3180 out of a plurality ofcall centers. The structure of only one call center (center 3162) isdescribed in detail here because all the call centers have similarstructure. Call center 3162 contains a switch 3168 that is similar tothe switch 3108 of FIG. 12. Switching 3168 could be an automatic calldistributor (ACD)/private branch exchange (PBX) or a PSTN switch. Switch3168 contains a high bandwidth port (not shown) for connecting to a PSTN3164 and a plurality of low bandwidth ports (not shown) for connectingto voice-based devices (such as telephones). Agents are assigned tohandle these telephones. Each of the low bandwidth ports is assigned oneor more directory numbers. Agents are also provided with workstations(not shown) for displaying callers (and other) information.

[0132] Call center 3162 contains a CTI server 3170 that is connected toswitch 3168 through a CTI-link 3172. Up to this point, call center 3162is similar to call center 3100 of FIG. 12. However, in the presentarchitecture, the routing subsystem is not considered part of the callcenter.

[0133] Similarly, call center 3180 contains a switch 3182 and a CTIserver 3184 linked by a CTI-link 3186. Switches 3168 and 3182 in callcenters 3162 and 3180, respectively, are connected by a tie line 3188.

[0134] It should be noted that switch 3168 and CTI server 3170 do nothave to be located in the same physical area. The present invention doesnot impose any condition on the length of CTI link 3172.

[0135] Global call center 3160 contains a single stat-server 3190 togather statistical information of all the call centers. It also containsa routing server 3192 for selecting appropriate agents using data instat-server 3190 (and from other databases). Stat-server 3190 collectsand stores historic data relating to all calls, activities of switches,and information and activities of all agents and telephones in all thecall centers.

[0136] One aspect of the present invention is a three-layer architecturein which a first layer comprises a plurality of switches and theirmatching CTI servers. The switches could be manufactured by differentvendors. Each switch has a different capability and interface procedure.The matching CTI server is a routine which communicates and controls anassociated switch one hand and, at the other hand, presents a commoninterface to the second and third layers. The second layer communicateswith all the CTI servers in the first layer and all applications in thethird layer. The third layer contains one or more applications which usethe information contained in the second layer. In this embodiment, thesecond layer accumulates statistics on all aspects of the operation ofthe call centers, such as the agents and all activities of the automaticcall distributors. The second layer provides this statistics to variousapplications in the third layer.

[0137] In a preferred embodiment, various entities in a call center areassociated with software objects. The following are some examples ofthese objects:

[0138] (a) Queues and Routing Points: These are hardware circuits inswitches and are represented as objects. Queue implements hardwarecontrolled ACD mechanism. Routing points, sometimes called controldirectory number (CDN), can be controlled by external softwareapplications (such as a routing routine).

[0139] (b) Agent DNs: They are hardware ports in a switch and arerepresented as objects. Each DN is associated with one or moreproperties. For example, some DNs can access another DN directly; someDNs are associated with queues; some DNs are limited to outgoing calls;and some DNs have a period of unavailability after completion of aprevious call. In a specific example, some of the switches manufacturedby Northern Telecom contain basically two kinds of DNs, position andextension. Extension DNs can be accessed directly by a telephone and caninitiate outgoing calls. Position DNs are associated with one or morequeues. They can be accessed only through these queues and cannotinitiate outgoing calls.

[0140] (c) Agent Places: They are logical spaces each containing itemsassociated with the space (e.g., one or more DNs, possibly attached todifferent switches, and workstations). In a physical implementation,these places could be desks. When an agent makes login to one item in aplace, he (she) becomes logically logged in for the whole place. Eachplace is represented as an object and associated with a PlaceID.

[0141] (d) Agents: Persons (objects) identified by an AgentID. Agentscan move between places dynamically. The stat-server has a specialroutine for dynamically keeping track of the locations of all theagents. For example, an agent can work from 9:00 A.M. till 13:00 (i.e.,1:00 P.M.) at a first place; makes a logout (e.g., for lunch) and thenmakes a login at a second place at 14:00. The agent location trackingroutine maintains the information so that the routing server (and otherapplications) knows which DN to dial to reach the agent. Each agent mayalso have a “home place,” which is a default value if the agent cannotbe dynamically tracked.

[0142] (e) Groups: A number of agents in any combination. Group objectsare identified by GroupIDs. There are at least two types of groups. Thefirst type (identified herein as SObjectGroupAgents) contains a list ofAgentIDs. In this case, the stat-server tracks all agent movements andcollect statistics only for included agents. Examples are groups withparticular skills. The second type (identified herein asSObjectGroupPlaces) contains a list of agent places (PlaceIDs). Examplesof places in the lists are training room, main office, second floor,etc. In this case, the stat-server tracks events related to placesincluded in the list because it does not matter who works in theseplaces.

[0143]FIG. 14 is used to illustrate the above described objects. Itshows two switch objects 3212 and 3213, one represents switch 3168 andthe other represents switch 3182. Switch object 3212 comprises thefollowing resources: CDN objects 3214 and 3215, queueDN object 3216, andDN objects 3217-3219. These objects represent the corresponding CDN,queues, and agent DNs in switch 3168. Similarly, switch object 3213comprises the following resources: CDN object 3221, queueDN object 3222,and DN objects 3223-3224. These objects represent the corresponding CDN,queues, and agent DNs in switch 3182.

[0144] The agent DN objects 3217-3219 and 3223-3224 are also included inagent place objects. In this example, agent place object 3226 includesDN objects 3217 and 3218, agent place object 3227 includes DN objects3219 and 3223, and agent place object 3228 includes DN object 3224. Itshould be noted that the DNs from two different switches can beassociated with the same agent place.

[0145] Some of the agent place objects can be grouped together to formplace group objects. In FIG. 14, only one place group object 3232 isshown.

[0146]FIG. 14 also shows a plurality of agent objects, such as objects3230 and 3231. In this example, agent object 3230 is dynamically linkedto agent place object 3227 using the above mentioned agent locationtracking routine, shown in FIG. 14 as a dashed line 3235. Similarly,agent object 3231 is dynamically linked to agent place object 3228 usingan agent location tracking layer, shown as a dashed line 3236.

[0147] Some of the agent objects can be grouped into agent groupobjects. In FIG. 14, only one agent group object 3233 is shown.

[0148] Stat-server 3190 provides a set of application programminginterfaces (APIs) for its clients to obtain statistics for variousobjects, such as objects associated with agents, agent groups, places,place groups, route points, queues, etc. Statistics could be currentobjects states representation (e.g., current agent status, currentnumber of active calls in a group, etc.) or historical statesrepresentation. Historical representation are accumulated informationfor certain time intervals (e.g., total number of calls, total talktime, average talk time, etc.). Thus, the clients have to specify thetime interval of interest. Examples of time intervals are:

[0149] (a) SFixedStartSlidingEnd: The start time is fixed (e.g., 9:00A.M.) while the end time is sliding (e.g., “till now”). For example, theclient may request the total number of calls between 9:00 A.M. and now.

[0150] (b) SFixedStartFixedEnd: Both the start and end times are fixed.

[0151] (c) SFixedLengthSlidingEnd: The time interval is fixed while thestart and end times are sliding. Example: the average call length forthe past hour.

[0152] Global call center 3160 also contains a routing server 3192 forselecting agents and places and causing the switches to route callsthereto. Routing server 3192 requests statistical information on objectsof interest from stat-server 3190. Routing server 3192 also has accessto a separate database 3194 containing other relevant information, suchas information relating to customers and agents in all the call centersin global call center 3160. Using information from stat-server 3190 anddatabase 3194, routing server 3192 selects (using a software algorithm)the best agent for a specific call.

[0153] As explained in FIG. 14, the statistics of many objects aretracked by stat-server 1390. One of the reasons for creating theseobjects is that routing server 3192 typically requests information inthe form of agents, agent groups, agent places and place groups. On theother hand, the CTI server sends to stat-server 3190 information aboutDNs and CDNs of their associated switches. These objects allowstat-server 3190 to easily communicate with various clients that canaccess it.

[0154] The operation of global call center 3160 is now described using aflow chart 3260. FIGS. 15A and 15B is used to illustrate the flow chart.In this example, it is assumed that a call is received by a CDN ofswitch 3168 (step 3262) of call center 3162 while the best suitableagent is located in call center 3180. Instead of routing the callitself, switch 3168 notifies CTI-server 3170 of this event (step 3264).CTI server 3170 assigns a unique connection identification to this call(call herein as the first connection ID, for convenience), and pass thisID together with other information about this call, such as its“automatic number identification” (ANI) and (if applicable) “dial numberidentification system” (DNIS), to routing server 3192 (step 3266). TheANI uniquely identifies the telephone line which originates the callwhile the DNIS uniquely identifies the toll-free 800-number dialed by atelephone. CTI server 3170 also notify stat-server 3190 that a call hasbeen received (step 3268) The connection ID, ANI, DNIS and otherCTI-related parameters are also passed to the stat server 3190.

[0155] Routing server 3192 then sends API commands to database 3194 torequest relevant information relating to this call (step 3270). Forexample, if a call originates from a telephone having a certain ANI,routing server 3192 asks database 3194 to retrieve information aboutpersons related to this telephone. The details of a special APIstructure, called a “status priority table,” is described in detail in aseparate patent application entitled “Method and System for Determiningand Using Multiple Object States in a Computer Telephony IntegrationSystem.” This table allows an application to define the priority ofvarious states of an object (e.g., the DN object). The stat-server 3190can provide statistics to the requesting application in accordance withthe predefined priority.

[0156] Assuming that the retrieved information indicates that the mothertongue of the persons is French, routing server 3192 tries to look foran agent who knows French. Routing server 3192 then request statisticsof all agents who know French from stat-server 3190 (step 3274). In step3274, routing server 3192 selects an agent based on this statisticsusing a predetermined criteria (e.g., how many calls have been handledby an agent, the length of time an agent has been waiting for calls,etc.).

[0157] In this example, it is assumed that the selected agent is locatedin call center 3180. Thus, routing server 3192 needs to (i) cause thecall to be routed to an appropriate DN associated with the selectedagent and (ii) route relevant customer information from database 3194about this call to a workstation associated with the selected agent. Themethod for achieving the routing is described below.

[0158] In step 3280, routing server 3192 sends a command to CTI server3184 in call center 3180 requesting reservation of a CDN in switch 3182.This CDN will be used to accept a call from switch 3168. CTI server 3184assigns a second connection ID to this upcoming call. It then sends theCDN and second connection ID to routing server 3192 (step 3282).

[0159] Upon receiving the information, routing server 3192 sends acommand to CTI server 3170 of call center 3162 to cause switch 3168 totransfer the call to the specified CDN of switch 3182 of call center3180 (step 3286). This command includes the first connection ID, therebyallowing CTI server 3170 to associate this command with the call ofinterest. Routing server 3192 also sends customer information (retrievedfrom database 3194) to a workstation associated with the selected agent(step 3288).

[0160] Switch 3168 transfers the call to the specified CDN of switch3182 via tie line 3188 (step 3290). Upon receiving the call, switch 3182notifies CTI server 3184. CTI server 3184 is able to determine that thiscall is associated with the second connection ID because it terminatesat the specified CDN. It then causes switch 3182 to route the call tothe DN associated with the selected agent (step 3292). CTI server 3184may also optionally notify routing server 3192 that routing associatedwith the second connection ID is completed.

[0161] As a result of the above described operations, routing server3192 can route calls to agents located in all the call centers.Consequently, the resource of all the call centers can be fullyutilized.

Method for Routing Calls to Call Centers Based on Statistical Modelingof Call Behavior (3221)

[0162]FIG. 16 is a schematic diagram of a call center system 4100 of thepresent invention having a plurality of call centers (such as callcenter 4102 a, 4102 b and 4102 c) and a central controller 4106.Controller 4106 contains a call center interface unit 4108 forcommunicating with call centers 4102 a, 4102 b and 4102 c, a stat-server4104 for containing statistical information of all the call centers, adatabase 4110 for storing agent and customer information, and a router4114 for routing calls to individual call centers in accordance with arouting algorithm. These components are connected to each other via adata bus 4128. Call center interface unit 4108 is connected to callcenters 4102 a, 4102 b and 4102 c using communication links 4118 a, 4118b and 4118 c.

[0163] When a caller dials a telephone number that is preassigned tocall center system 4100, the call (shown as line 4122 in FIG. 16) istemporarily parked at a network control point 4120 in the publicswitched telephone network (PSTN) 4124. Network control point 4120 hasthe ability to route call 4122 to any one of the call centers 4102 a,4102 b and 4102 c. Upon identifying that the called telephone number iscontrolled by central controller 4106, network control point 4120notifies central controller 4106 (through a network interface 4112) ofthe arrival of the incoming call via a communication link 4126. Router4114 of central controller 4106 determines the optimal routing of call4122 using information in stat-server 4104 and database 4110. Therouting decision is sent to network control point 4120. Call centers4102 a, 4102 b and 4102 c are connected to PSTN 4124 through telephonelines 4116 a, 4116 b, and 4116 c, respectively. As a result, call 4122is routed to the appropriate call center.

[0164] It should be noted that the geographic location of centralcontroller is not important for the present invention. Thus, centralcontroller could be located inside or outside of PSTN 4124. It couldalso be located inside the premise of one of the call centers.

[0165] The structure of call centers 4102 a, 4102 b and 4102 c areessentially the same. Consequently, only one of the call centers isdescribed in detail here. FIG. 17 is a block diagram of such a callcenter 4130. It contains an interface unit 4136 for communicating withcentral controller 4106. It also contains a CTI server 4132 which isconnected to an automatic call distributor (ACD) 4134. It should benoted that a switch or private branch exchange (PBX) may be used. ACD4134 could also be a switch. A number of agent stations (such asstations 4138 a and 4138 b) are located in call center 4130. Each agentstation typically contains a telephone (such as 4142 a and 4142 b) and acomputer (such as computer 4144 a and 4144 b). The telephones areconnected to ACD 4134 and the computers are connected to a data bus4154.

[0166] After central controller 4106 determines that a call should berouted to call center 4130, network control point 4120 forwards call4122 to ACD 4134 (or a switch or PBX). If a switch is used, the callcould be routed to a routing point in the switch wherein routing iscontrolled by external software. At the same time, central controller4106 instructs CTI server 4132 to route call 4122 to a selected agentstation (such as 4138 a). Central controller 4106 may also supplycustomer information to computer 4144 a. Alternatively, call center 4130may optionally contain a stat-server 4148, a database 4152 and a router(not shown). In this case, routing inside call center 4130 is performedlocally. CTI server 4132, interface 4136, stat-server 4148 and database4152 communicate with each other through bus 4132. Call center 4130contains a number of hardware queues (e.g., ACD queues) and/or softwarequeues maintained by the software in call center 4130.

[0167] Call center system 4100 will work optimally when centralcontroller 4106 contains a complete set of information on all telephonetraffic in system 4100. However, it is possible that the communicationlink between one or more call centers and central controller 4106 bebroken for a brief duration. In a conventional system, centralcontroller 4106 will no longer route calls to these detached callcenters. One aspect of the present invention is the realization that thetelephone traffic behavior of a call center can be statisticallyestimated using historic data. As a result, it is possible for centralcontroller 4106 to determine whether the detached call centers are busy.If it is determined that the detached call centers are not busy, centralcontroller 4106 continues to instruct network control point 4120 toroute calls to these detached call centers.

[0168] One function of interface unit 4136 is to update centralcontroller 4106 of the status of call center 4130, such as the number ofagents who have left the call center, the status of each agent, etc.This information is stored in stat-server 4104 of central controller4106. If communication link 4156 between call center 4130 and centralcontroller 4106 becomes broken, central controller 4106 can use thestatus information to determine whether calls should be routed to callcenter 4130. Even if the link is not broken, it is preferred to estimatethe status, as explained below in connection with FIG. 18.

[0169]FIG. 18 shows a time line 4202 running in a horizontal direction.At a time indicated by a line 4204, a route request is generated becausea new call has just arrived. A time interval indicated by a line 4206 isrequired to make a routing decision. The call is routed at a timeindicated by a line 4208. It takes a time interval 4210 for the call tobe transmitted to a destination call center. At a time indicated by aline 4212, the call arrives at the destination call center. Thestat-server within the central controller needs a time interval (shownby a line 4214) to receive new statistical data because it takes time topass information from the destination call center to the stat-server. Ata time indicated by a line 4216, the stat-server is updated. It can beseen from FIG. 18 that no actual data is available at the centralcontroller for a time interval indicated by a line 4218. The estimationalgorithm of the present invention can be used to facilitate routingduring this time interval.

[0170] There are many ways to estimate telephone traffic in a callcenter. An exemplary algorithm for such purpose is described below. Thesymbols used in the algorithm are defined first.

[0171] UT The time of the last update from the detached call center;

[0172] A The total number of agents in the detached call center;

[0173] AA The number of available agents in the detached call center;

[0174] CQ The number of calls in the queue of the detached call center;

[0175] AHT The average call handling time in the detached call center

[0176] CA The number of answered calls in the detached call center;

[0177] CC The number of completed calls in the detached call center;

[0178] AC The number of agents on call in the detached call center;

[0179] AW The number of agents in after-call work in the detached callcenter;

[0180] AAW The number of agents in auxiliary work in the detached callcenter;

[0181] OC The time of the oldest call in the queue of the detached callcenter;

[0182] CADD A container for adding new calls;

[0183] T The current time (i.e., time when a routing decision is made);and

[0184] BA The number of busy agents in the detached call center.

[0185] The algorithm is: if ((T−UT)*min(CQ+AC+AW,A−AAW)/AHT > CQ+AC+AW){BA=0;  CC=CC+CQ+AC+AW; CQ=0; } else if(CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/ AHT < A−AAW) {BA=CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/AHT; CC=CC+(T−UT)*min(CQ+AC+AW,A−AAW)/AHT; CQ=0; } else {BA=A−AAW;CC=CC+(T−UT)*min(CQ+AC+AW,A−AAW)/AHT; CQ=max(0,CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/AHT−A  +AAW); } CA=CC+BA;AC=min(BA,max(0,BA*CD/AHT)); AW=BA−AC; AA=A−AAW−BA; UT=T.

[0186] In the above algorithm, the term (AC+AW) corresponds to thenumber of agents that are currently devoted to call-processing activity.The term CQ corresponds to the number of calls that are waiting to beprocessed because these calls are in the queue. Assuming that one agenthandles one call at a time, this term (CQ+AC+AW) could be interpreted as(a) the number of agents needed to process calls already in the callcenter and (b) the number of calls that are currently being processed orneed to be processed. The term (A−AAW) corresponds to the number ofagents that are not in auxiliary work, and are thus presumably devotedto call processing activities. The term (T−UT) is the time interval fromthe last update time to the current time. Consequently, (T−UT)/AHTcorresponds to the number of calls that can be handled by each agent inthe call center during this time period. Thus, the term(T−UT)*min(CQ+AC+AW,A−AAW)/AHT corresponds to probable number of callsbeing processed or need to be processed. As a result, the term under the“if” clause corresponds to the case where all incoming calls have beenprocessed in time interval (T−UT). That is, the load is very lightrelative to the capability of this call center. Consequently, the numberof busy agents and the number of calls in the queue are equal to zero.

[0187] The term under the “else if” clause is invoked when not all callshave been processed. However, the approximate number of unprocessedcalls is less than the number of available agents. If this conditionoccurs, some of the agents are currently answering calls. However, thereis no unanswered calls that need to be placed in the queue because thereare agents available to answer the call.

[0188] When neither the conditions in the “if” or the “else if” clauseare met, some calls will be placed in the queue because all availableagents are busy in answering calls.

[0189] Using the above statistical model, central controller 106 candetermine the capability of the detached call center to process newcalls. Other information may also be needed in determining where toroute a call. One piece of information is the time when the oldest callin the queue arrive (“OC”). For example, a routing strategy may notroute calls to a call center where the calls in its queue has a long OC.This parameter can be estimated statistically. As an example, centralcontroller 106 may contains a plurality of containers (“CADD”), one foreach call center, for recording the time of arrival of all callsprocessed or to be processed by the call centers. The CADD is aninternal queue, created and updated by central controller 4106 for useby this statistical modeling. One way to determine OC is to trace backfrom the newest call in the CADD a number of calls equal to CQ (i.e.,the number of calls in the queue). Because CQ can be determined from theabove statistical model, OC can also be determined from this statisticalmodel.

[0190] Based on the above algorithm, it is possible to predict how manycalls a call center can accept. Consequently, central controller 4106may route calls to a call center even when no instantaneous data relatedto the call center is available.

[0191] The above statistical model can be used in the case where statusdata of each call centers can only be sent to central controller 4106 atpre-assigned times. In this case, this statistical model is used toestimate call behavior between the times status data is sent.

Method and Apparatus for Determining and Using Multiple Object States ina Computer Telephony Integration System (3222)

[0192] The present invention comprises novel call center method andsystem. The following description is presented to enable any personskilled in the art to make and use the invention. Description ofspecific applications is provided only as examples. Variousmodifications to the preferred embodiments will be readily apparent tothose skilled in the art, and the general principles defined herein maybe applied to other embodiments and applications without departing fromthe spirit and scope of the invention. Thus, the present invention isnot intended to be limited to the embodiments shown, but is to beaccorded the widest scope consistent with the principles and featuresdisclosed herein.

[0193]FIG. 19 is a block diagram of a call center 5100 which can be usedto implement the present invention. Call center 5100 is connected to apublic-switched telephone network (PSTN) 5104. It comprises a switch5108 for accepting calls from PSTN 5104. Switch 5108 could be anautomatic call distributor (ACD)/private branch exchange (PBX) or a PSTNswitch. Switch 5108 contains a high bandwidth port 5110 (for connectingto PSTN 5104) and a plurality of low bandwidth ports (such as ports5112-5116). Some of these low bandwidth ports can be connected tovoice-based devices. For example, ports 5112-5115 are connected totelephones 5120-5123, respectively. Agents are assigned to handle thesetelephones. Each of the low bandwidth ports is assigned one or moredirectory numbers (“DNs”).

[0194] It has been found that the function performed by a standardswitch is rather limited and cannot meet the requirements of a typicalcall center. For example, it is desirable to provide information about acall to a workstation (such as workstation 5126-5127) available to eachagent. However, a switch cannot search, process and route data to theseworkstations. Consequently, a new technology, calledcomputer-telephony-integration (CTI), is needed to route a combinationof voice and digital data to desired places.

[0195] As a way to implement CTI, call center 5100 further contains arouting subsystem 5130 connected to a CTI server 5132, which is in turnconnected to switch 5108 through a CTI link 5134. The communicationbetween switch 5108 and CTI server 5132 typically follows the X.25protocol. CTI server 5132 provides an interface between routingsubsystem 5130 and switch 5108. Switch 5108 notifies CTI server 5132when a call is received. CTI server 5132 sends the information torouting subsystem 5130, which selects an agent best qualified to answerthe call in accordance with predetermined criteria. CTI server 5132 thennotifies switch 5108 to direct the call to the telephone (i.e., DN) ofthe selected agent while routing subsystem 5130 directs data relating tothe person placing the call to the workstation of the selected agent.

[0196] In one embodiment of the present invention, routing subsystem5130 contains a stat-server 5140, a routing server 5142, and a database5144. They communicate with one another using a data communicationnetwork 5150. Stat-server 5140 collects and stores historic datarelating to all calls, activities of switches, and information andactivities of all agents in call center 5100. Database 5144 containsinformation of customers, agents, telephone numbers, and various aspectsof call center 5100. Routing server 5142 selects appropriate agents tohandle calls using data in stat-server 5140 and database 5144. After theselection, routing server 5142 sends a command to CTI server 5132, whichin turn instructs switch 1508 to route incoming calls to the selectedagents.

[0197] There may be other CTI-related applications (i.e., softwaremodules) which uses the resource of database 5144 and stat-server 5140so as to provide other services or information to the agents in the callcenter. In FIG. 19, two applications (5152 and 5153) are shown. Examplesof applications are “Agent View” and “Call Center View” marketed byGenesys Telecommunications Laboratories. These applications areconnected to data communication network 5150.

[0198] In a call center, it is common for an agent to manage more thanone telephone. The equipments used by an agent is usually set up in aconvenient place (such as a desk), called “agent place” in the presentapplication. FIG. 19 shows two exemplary agent places 5161 and 5162.Agent place 5161 contains a workstation 5126 and two telephones 5120 and5121. Similarly, agent place 5162 contains a workstation 5127 and twotelephones 5126 and 5127. When an agent occupies an agent place, he/shelogs on using either a telephone or a workstation therein. Before theagent leaves the agent place, he/she logs out using the telephone orworkstation. Consequently, call center 5100 is able to keep track of thecurrent location of each agent.

[0199] Stat-server 5140 communicates with CTI server 5132, routingserver 5142 and applications 5152-5153 via a set of applicationprogramming interface (“API”) commands. Stat-server 5140 (working withCTI server 5132) can monitor and store activities of switch 5108. Italso monitors and stores activities of various agents and agent places.In response to inquiry by routing server 5142 and applications 5152-5153regarding the status of an object of interest (e.g., an agent),stat-server 5140 provides a report to routing server 5142. In anembodiment where one stat-server is used to manage several switches(which may be located in one or more call centers), stat-server 5140monitors and stores activities of all the switches, all the agents andall the agent places served by these switches. A detailed description ofa multiple call center architecture which may use the stat-server of thepresent invention is disclosed in a copending patent applicationentitled “System and Method for Operating a Plurality of Call Centers”filed Jan. 13, 1997 and assigned to the same assignee of the presentapplication. This patent application is incorporated herein byreference.

[0200] It is observed that most call center entities (e.g., telephonesand agents) could simultaneously have multiple states. For example, anagent telephone is designed to handle several activities at the sametime. Thus, the agent may use the same telephone to talk to onecustomer, put another person (e.g., a co-worker) on hold, and waitingfor an incoming call. Under prior art systems, this presents a reportingproblem when the stat-server reports the state of the telephone to otherCTI applications because it is not clear which state (out of severalstates) should be reported.

[0201] The present invention is a method and system which take advantageof the multiple states. It realizes that different CTI applications needto use state-related information differently. For example, a regularrouting routine would consider an agent busy if he/she is talking on atelephone or using a workstation to enter data. However, an applicationwhich handles high priority calls (e.g., emergency calls or calls fromvalued customers) would consider the same agent available as long ashe/she is logged on to the agent place. This is because the agent canstop working with the workstation or place a call on hold if there is anemergency phone call. Thus, the present invention allows an applicationto define which of the several states they wish to be informed.

[0202] An embodiment of the present invention is now described. In thisembodiment, various entities in a call center are associated withsoftware objects. The following are some examples of these objects:

[0203] (a) Queues and Routing Points: These are hardware circuits inswitches and are represented as objects. Queue implements hardwarecontrolled ACD mechanism. Routing point, sometimes called controldirectory number (“CDN”), can be controlled by software applications(such as a routing routine).

[0204] (b) Agent DNs: They are hardware ports in a switch and arerepresented as objects. Each DN is associated with one or moreproperties. For example, some DNs can access another DN directly; someDNs are associated with queues; some DNs are limited to outgoing calls;and some DNs have a period of unavailability after completion of aprevious call. In a specific example, some of the switches manufacturedby Northern Telecom contain basically two kinds of DNs, position andextension. Extension DNs can be accessed directly by a telephone and caninitiate outgoing calls. Position DNs are associated with one or morequeues. They can be accessed only through these queues and cannotinitiate outgoing calls.

[0205] (c) Other specific DNs: They are DNs connected to specificdevices, such as voice mail systems, interactive voice response units,etc. These DNs are represented as objects.

[0206] (d) Agent Places: They are logical spaces each containing itemsassociated with the space (e.g., one or more DNs, possibly attached todifferent switches, and workstations). In a physical implementation,these places could be desks. When an agent makes login to one item in aplace, he (she) becomes logically logged in for the whole place. Eachplace is represented as an object and associated with a PlaceID.

[0207] (e) Agents: Persons (objects) identified by an AgentID. Agentscan move between places dynamically. The stat-server has a specialroutine for dynamically keeping track of the locations of all theagents. For example. an agent can work from 9:00 AM till 13:00 (i.e.,1:00 PM) at a first place; makes a logout (e.g., for lunch) and thenmakes a login at a second place at 14:00. The agent location trackingroutine maintains the information so that the routing server (and otherapplications) knows which DN to dial to reach the agent. Each agent mayalso have a “home place,” which is a default value if the agent cannotbe dynamically tracked.

[0208] (f) Groups: A number of agents in any combination. Group objectsare identified by GroupIDs. There are at least two types of groups. Thefirst type (identified herein as SObjectGroupAgents) contains a list ofAgentIDs. In this case, the stat-server tracks all agent movements andcollect statistics only for included agents. Examples are groups withparticular skills. The second type (identified herein asSObjectGroupPlaces) contains a list of agent places (PlaceIDs). Examplesof places in the lists are training room, main office, second floor,etc. In this case, the stat-server tracks events related to placesincluded in the list because it does not matter who works in theseplaces.

[0209]FIG. 20 is used to illustrate the above described objects. Itshows two switch objects 5212 and 5213 simulating two physical switchesin one or more call centers. Switch object5 212 comprises the followingresources: CDN objects 5214 and 5215, queueDN object 5216, and DNobjects 5217-5219. Similarly, switch object 5213 comprises the followingresources: CDN object 5221, queueDN object 5222, and DN objects5223-5224. These objects represent the corresponding CDN, queues, andagent DNs in the physical switches.

[0210] The agent DN objects 5217-5219 and 5223-5224 are also included inagent place objects. In this example, agent place object 5226 includesDN objects 5217 and 5218, agent place object 5227 includes DN objects5219 and 5223, and agent place object 5228 includes DN object 5224. Itshould be noted that the DNs from two different switches can beassociated with the same agent place.

[0211] Some of the agent place objects can be grouped together to formplace group objects. In FIG. 20, only one place group object 5232 isshown.

[0212]FIG. 20 also shows a plurality of agent objects, such as objects5230 and 5231. In this example, agent object 5230 is dynamically link toagent place object 5227 using the above mentioned agent locationtracking routine, shown in FIG. 20 as a dashed line 5235. Similarly,agent object 5231 is dynamically link to agent place object 5228 usingthe above described dynamical tracking routine (shown as a dashed line5236 in FIG. 20).

[0213] Some of the agent objects can be grouped into agent groupobjects. In FIG. 20, only one agent group object 533 is shown.

[0214] Stat-server 5190 provides a set of APIs for its clients to obtainstatistics for various objects, such as objects associated with agents,agent groups, agent places, place groups, route points, queues, etc.Statistics could be current objects states representation (e.g., currentagent status, current number of active calls in a group, etc.) orhistorical states representation. Historical representation areaccumulated information for certain time intervals (e.g., total numberof calls, total talk time, average talk time, etc.). Thus, the clientshave to specify the time interval of interest. Examples of timeintervals are:

[0215] (a) SGrowingWindow: The start time is fixed (e.g., 9:00 AM) whilethe end time is sliding (e.g., “till now”). For example, the client mayrequest the total number of calls between 9:00 AM and now.

[0216] (b) SSlidingWindow: The time interval is fixed while the startand end times are sliding. Example: the average call length for the pasthour.

[0217] Returning now to the description of objects, each object has oneor more states. In one embodiment of the present invention, agent DNobjects may have the states shown in Table 1. It should be noted thatthe number and nature of states are implementation details, and thus,can easily be changed by persons skilled in the art. TABLE 1  (1)NotMonitored: The CTI server is not currently tracking the status ofthis agent DN. Consequently, the stat-server is not accumulatingstatistical information for this DN.  (2) Monitored: The agent DN ismonitored by the CTI server.  (3) LoggedIn: It indicates that an agenthas logged in to the agent DN.  (4) OnHook: It indicates that an agentDN is on hook and is waiting for a call.  (5) WaitForNextCall: This isactive at almost all time, even when this agent DN has active calls orwhen there is no agent (for the possibility of leaving a voice mailmessage). The only situation in which WaitForNextCall is not active iswhen a predetermined key is pressed (see NotReadyForNextCall below). (6) OffHook: It indicates that the telephone receiver is offhook.However, other states can be active even when the receiver is offhook(e.g., WaitForNextCall).  (7) CallDialing: It indicates that an agenthas dialed a call but that the call is not yet established.  (8)CallRinging: It relates to an action occurring on an agent DN from themoment an inbound call begins ringing to the time just before thehandling of the call by an agent.  (9) NotReadyForNextCall: This refersto a hardware condition preventing the receipt of calls. It is usuallyactivated by pressing a predetermined key. (10) OfflineWorkType1: Itindicates that an agent is offline to do work that can be classified astype 1. (11) OfflineWorkType2: It indicates that an agent is offline todo work that can be classified as type 2. (12) CallOnHoldUnknown: Itindicates that a call of unknown type is on hold. (13)CallOnHoldConsult: It indicates that a consulting call is on hold. (14)CallOnHoldInternal: It indicates that an internal call is on hold (15)CallOnHoldOutbound: It indicates that an outbound call is on hold (16)CallOnHoldInbound: It indicates that an inbound call is on hold (17)CallUnknown: It indicates that the CTI server cannot determine whetherthe call is a consult, internal, outbound, inbound or on-hold call. (18)CallConsult: It indicates that a consulting call is in progress. (19)CallInternal: It indicates that call between two extensions (internalcalls) is in progress (i.e., when no prefix is used) (20) CallOutbound:It indicates that an outbound call is in progress. (21) CallInbound: Itindicates that an inbound call is in progress. (22) LoggedOut: Itindicates that an agent has logged out from the agent DN. (23)CallDialed: It indicates that a successful result was achieved when acall was dialed. (24) CallAbandonedFromDialing: It indicates that duringthe process of a call dialing (and before another party answers), theagent hung up the phone. (25) CallAnswered: It indicates that a call wasanswered. (26) CallAbandonedFromRinging: It indicates that another partyhung up the phone while a call was ringing. (27)CallAbandonedFromHolding: It indicates that another party hung up thephone while a call was on hold.

[0218] The above listed states correspond to actions that can be“executed” by an agent DN. As mentioned above, an agent DN could be in aplurality of these states at the same time (called herein the “activestates”). In one embodiment of the present invention, the stat-server ofthe present invention reports to its clients an agent DN status that isequal to the active state having the highest priority. In the presentinvention, the priority is set by the clients of the stat-server. Thisis accomplished by the client sending a status priority table (“SPT”) tothe stat-server as part of the parameters in requesting information onthe status of an agent DN. This table contains the same states shown inthe listing of Table 1 such that these states are arranged in a priorityorder defined by that client. In reporting to the client, thestat-server reports a status corresponding to the active state of theagent DN having the highest priority as defined in the received SPT. Itshould be noted that the reported status could be the active state thatcorresponds to other priorities on the SPT. If the client requesting theinformation does not provide a SPT, a default SPT is used. Further, theclient may provide a different SPT at separate requests for information.

[0219] One advantage of this aspect of the present invention is thateach client can obtain information it deems to be the most pertinent. Inthe prior art system, the stat-server reports only one status for anagent DN to all the clients that request the information. In the presentinvention, the stat-server can report different status for the sameagent DN to different clients, depending on the SPT parameters sent bythe clients. Because each client receives the information it wants, theresource of the call center can be better utilized.

[0220] As pointed out above, each agent may has access to two or moretelephones (i.e., agent DNs). In this case, the client may define anagent SPT indicating the priority of the actions in both agent DNs.

[0221] As an example, it is assumed that an agent has access to twoagent DNs: the first DN has a state of “OfflineWorkType1” and the secondDN has a state of “WaitForNextCall.” The status of the agent reported tothe client is “OfflineWorkType1” if it has a higher priority. As anotherexample, a client (e.g., routing server 5142) of the stat-server mayconsider the status of an agent to be “WaitForNextCall” when all theagent DNs associated with the agent have the “WaitForNextCall” state.This corresponds to the case when the agent is not actively performingany call center related activity (e.g., answering a call or using theworkstation), and as a result, all the agent DNs are not being used andare waiting for a call. This priority arrangement is achieved by putting“WaitForNextCall” as the action having the lowest priority in an agentSPT. However, if there is a special or urgent call, routing server 142may want to consider the status of the agent to be “WaitForNextCall”when there is at least one agent DN associated with the agent having the“WaitForNextCall” status. This corresponds to the case when the agenthas access to at least one phone that is not being used. This prioritysetting is achieved by putting “WaitForNextCall” as the highest priorityin the agent SPT.

[0222] In one embodiment of an agent SPT, the priority of the states arelisted sequentially and separated by a comma, with the lowest prioritylisted first. The agent SPT with a lowest priority for “WaitForNextCall”would be: “WaitForNextCall, . . . (other states).” On the other hand,the agent SPT with a very high priority for “WaitForNextCall” would be“. . . , WaitForNextCall, LoggedOut”. In this case, the highest priorityis “LoggedOut” and the priority just below it is “WaitForNextCall”.

[0223] Agents can be arranged in groups. Group status is based on allincluded agent statuses. It is determined by a “Group SPT,” which issimilar to the Agent SPT and DN SPT. As an example, a Group SPT of “. .. , WaitForNextCall” means that the group will be in “WaitForNextCall”if there is at least one “WaitForNextCall” agent status.

[0224] Routing points and queues can also report different status todifferent clients in respond to different SPTs. The states of anexemplary routing point/queue are shown in table 2. TABLE 2 (1)NotMonitored: The CTI server is not currently tracking the status ofthis DN. Consequently, the stat-server is not accumulating statisticalinformation for this DN (2) Monitored: The routing point/queue ismonitored by the CTI server. (3) NotReadyForNextCall: This state occurswhen a PBX source used for routing or a queue DN has reached capacity.Note that this capacity is very large and is not normally reached. (4)CallWait Call is holding on a routing point/queue (5) CallEntered Thisis an “instant” action indicating that a new call has just entered arouting point or queue. (6) CallDistributed It indicates that a callpreviously in a routing point/queue has just been agent. (7)CallAbandoned This indicates that a customer just hung up while the callis at a routing point or in a queue. (8) WaitForNextCall: This indicatesthat a routing point/queue still has a capacity to handle more calls.

[0225] In one embodiment of the present invention, there are two maincalls that allow clients to obtain statistics from the stat-server. Thefirst call is “SGetStat.” This call requests the stat-server to returnstatistics of interest only once. The second call is “SOpenStat.” Itmeans that the client is interested in receiving statistics on acontinuous basis. The client can further set up various criteria for thestat-server to notify the client and report statistics. For example, theclient can specify that notification takes place only when the new valueis greater than the last reported value by a predefined percentage.Alternatively, the client can specify that notification takes place atpredefined time intervals.

[0226] One of the parameters of the SGetStat and SOpenStat calls relatesto the SPT. In one embodiment of the present embodiment, the parametersfor each of these calls contain a pointer to a data structure having anumber of optional fields. The SPT for agent DN, agent, group, androuting point/queue each occupies one of these optional fields. Thus, anapplication can define the appropriate SPTs and incorporate them in thedata structure. This data structure is used to invoke the SGetStat andSOpenStat calls.

[0227] In an embodiment in which multiple switches are monitored by thesame stat-server, the above mentioned calls also contain a parameterallowing the client to indicate the switch of interest.

System for Routing Electronic Mails (3223)

[0228] The present invention comprises a novel routing system forelectronic mails and related methods. The following description ispresented to enable any person skilled in the art to make and use theinvention. Decryption of specific applications is provided only asexamples. Various modifications to the preferred embodiments will bereadily apparent to those skilled in the art, and the general principlesdefined herein may be applied to other embodiments and applicationswithout departing from the spirit and cope of the invention. Thus, thepresent invention is not intended to be limited to the embodimentsshown, but is to be accorded the widest scope consistent with theprinciples and features disclosed herein.

[0229]FIG. 21 is a block diagram showing an e-mail processing center6100 of the present invention. Processing center 6100 contains an e-mailserver 6102 which is connected to a data network 6104. Data network 6104could be a local area network or a wide-area network (such as theInternet or an Intranet). Other data processing devices, such ascomputers 6106 and 6108, are also connected to data network 6104. Allthe data processing devices can send e-mails to each other. As a result,some of the e-mails are sent to e-mail server 6102.

[0230] As an example, it is assumed that one of the addresses associatedwith e-mail server 6102 is “support@abc-company.com”. This is an addressfor customers of a company named “ABC” to send in questions regardingproducts and services provided by the company. It is anticipated thatthe subject matters of the e-mails are diverse and the number of mailsis large. For example, the e-mails may relate to all aspects of theproducts and services offered by ABC. Some of the e-mails may containtechnical questions of a product. Other e-mails may report a bug in asoftware sold by ABC. A few e-mails may contain suggestions on improvingthe products and services. If support persons of ABC are assigned toanswer some of the e-mails on a first come first serve basis, it wouldbe very difficult for them to do so because it is almost impossible fora single person to know everything about ABC.

[0231] One aspect of the present invention is a system for automaticallyrouting the e-mails to the most qualified and available support person.For example, a support person may be an expert in one product of ABC.All e-mails related to this product will be routed to this personautomatically. Further, the system can distribute the load so that everysupport person receives approximately the same number of e-mails. As aresult, the problems of the prior art systems can be solved.

[0232] Note that the criteria for determining whether a support personis available is not limited to e-mail activities. This is because thesame support person may provide telephone and facsimile support tocustomer inquiries. Thus, the “availability” of a support person mayinvolve a combination of activities involving telephone, facsimile,e-mail, data processing, etc.

[0233] Processing center 6100 contains a server 6112 that records allactivity in the center. For example, it contains records of who arepresent in the center a a particular time and are available for service,as well as records of all e-mails that are pending and have beenprocessed by center 6100. Server 6112 is called herein as the“stat-server.” It should be noted that many types of information can bereorder, and the choice of information is determined on a case-by-casebasis.

[0234] Processing center 6100 also contains a database 6114 thatcontains detailed information on each support person, products andcustomers. Information of support persons includes the skill set (e.g.,product expertise, written language ability) and prior relationship withcustomers. Information of customers (bases on the incoming e-mailaddress) includes the content of their previous e-mails, the productsthey bought, their physical addresses (obtained from productregistration information ), etc.

[0235] Processing center 6100 also contain s a router 6116. This routerselects the most qualified and available support person to respond to aparticular e-based on one or more algorithms (or scripts). Variousfactors in a routing strategy will be described below.

[0236] In one embodiment of the present invention, database 6114, router6116 and stat-server 6112 could be a database, router and stat-servercommonly used in telephony call centers. The advantage of thisembodiment is that database, router and stat-server software fortelephony applications are well developed and widely available. The useof existing software (or slightly modified versions) could speed upproduct development time. In telephony applications, a server is used toprovide computer telephony integration (CTI) by controlling an automaticcall distributor (a telephony hardware device for controlling telephonecommunication between the public telephone networks and telephonesinside a call center) and communicating with a database, router andstat-server. This server is call herein the CTI-server. One of thefunctions of the CTI server is allowing automatic call distributors ofdifferent vendors to be used with the same database, router andstat-server.

[0237] In this embodiment, a CTI-server 6130 and an e-mail-to-CTI-serveradapter 6110 is preferably included. As explained above, CTI-server 6130provides a common interface for communicating with database 6114, router6116 and stat-server 6112 via a digital communication network 6128.Because these software products are based on telephony applications,some of the attributes used therein may not be exactly the same as thatused in e-mail applications. For example, the attribute of “telephonenumber” in telephony application is not used in e-mail applications.Similarly, the e-mail attribute of “sender's e-mail address” may not berecognizable in telephony applications. These two attributes havesimilar characteristics, and can be used interchangeably provided thatthey are formatted and used properly. One of the functions of adapter6110 is to provide conversion between e-mail attributes and telephonyattributes.

[0238]FIG. 22 is a block diagram of e-mail-to-CTI-server adapter 6110.It includes an e-mail interface 6202 for sending data to and receivingdata from e-mail server 6102. Adapter 6110 also includes an informationextractor 6204 for extracting relevant information from e-mails.Extractor 6204 contains a parser 6206 for parsing the content of thee-mails obtained from e-mail server 6102. Extractor 6204 also contains astorage device for storing an algorithm 6208 which directs parser 6206to extract appropriate information from the content of the e-mails inaccordance with predetermined criteria. The extraction algorithm inextractor 6204 is changeable because the coding in algorithm 6208 couldbe changed. Examples of relevant information are:

[0239] (a) Addresses: Typically, an e-mail has a portion that containsthe addresses of the sender and recipient. Extractor 6204 directs parser6206 to extract these e-mail addresses.

[0240] (b) Time Stamp: Some e-mail contains the date and time an e-mailis sent. Extractor 6204 could direct parser 6206 to extract thisinformation. This information may be more accurate that the time e-mailserver 6102 receives the e-mail because some e-mails may be delayed formore than a day due to network problems.

[0241] (c) Keyword: Extractor may direct parser to conduct a keywordsearch on the content of the e-mails. Example of keywords are name ofrelevant products and services provided by the company, special wordssuch as “bugs”, “virus”, “crash” (for software products), “overheat” and“electric shock” (for hardware products), and words of urgent nature(such as “urgent”, “ASAP”, and “fast”).

[0242] Adapter 6110 contains a formatter 6210 for formatting therelevant information into attributes that can be understood byCTI-server 6130. As an example, the sender's e-mail address could beformatted as a caller's telephone number (which is a telephonyattribute). The formatted attribute is sent to a data communicationinterface 6212 which communicates the attributes to CTI server 6130 viacommunication network 6128.

[0243] Adapter 6110 also contains a deformatter 6214 that accepts dataand commands from CTI-server 6130 and translate them to a formunderstood by e-mail server 6102. As explained below, router 6116 maysend (via CTI-server 6130) commands to e-mail server 6102.

[0244] Returning now to router 6116, some examples of support personselection criteria are:

[0245] (a) the product expertise of the support person;

[0246] (b) language ability of the support person;

[0247] (c) activities the support person (e.g., how many e-mails havethis person processed and how many are pending);

[0248] (d) work load of other support persons in the center (for loadbalance among various support persons);

[0249] (e) the language of the incoming e-mail;

[0250] (f) the subject matter of the incoming e-mail;

[0251] (g) information about the sender;

[0252] (h) overall activities of the center (e.g. whether the supportpersons need to process jobs other than e-mails); and

[0253] (i) the urgency of the matter.

[0254] Processing center 6100 contains a number of computer terminals,such as computers 6122 and 6124, managed by support persons. When asupport person starts to work, he/she logs in so that stat-server 6112knows who is working in center 6100 and how to reach the support person.

[0255] Router 6116 obtains information to make selection decision fromstat-server 6112 and database 6114. Once a decision is made, router 6116sends a command to e-mail server 6102 to route the e-mail to theselected computer terminal. The support person responds to the e-mailand sends the reply to e-mail server 6102, which delivers the reply tothe sender via data network 6104.

[0256] A flow chart 6150 showing the operation of e-mail processingenter 6100 is shown in FIG. 23. In step 6152, e-mail server 6102receives an e-mail. The e-mail is forwarded to e-mail-to-CTI-serveradapter 6110. In step 6154, adapter 6110 extracts e-mail attributes inaccordance with pre-configured rules (embodied in extraction algorithm6208). It also sends status information and formulates requests toCTI-server 6130 using appropriate extracted attributes. In step 6156,CTI-server 6130 forwards the request and status information to router6116 and stat-server 6112. In step 6158, router 6116 retrievesinformation from stat-server 6112 and database 6114 so as to makerouting decision. In step 6160, router 6116 instructs e-mail server 6102to route the e-mail to the computer terminal used by a selected supportperson, such as computer 6122. Because the instructions from router 6116may be coded in telephony-related commands, these instructions may needt pass through CTI-router 6130, deformatter 6210 and e-mail interface6202. Upon receiving the e-mail, the support person processes the e-mailusing computer 6122. If there is a need to send a reply, the supportperson writes the reply (step 6162), and directs e-mail server 6102 todeliver the reply to a recipient connected to data network 6104 (step6164).

[0257] In addition to providing basic routing function, router 6116 mayalso have a strategy to handle exception situations. For example, if anincoming mail is not answered by the selected support person within apredetermined time interval (e.g., three days), the mail is re-routed toanother qualified and available support person. This strategy preventsmails from being dropped. As another example, there may be times whenthe number of incoming mails exceeds the available resource to answerthese mails (i.e., overflow). Router 6116 could store these mails in aqueue and direct e-mail server 6102 to alert senders that it may take alittle longer to receive a reply.

[0258] It should be noted that if router 6116, stat-server 6112 anddatabase 6114 are designed strictly for e-mail applications, there isnot need to have CTI server 6140, formatter 6210 and deformatter 6214.In this case router 6116, stat-server 6112 and database 6114 cancommunicate with e-mail server 6102 and information extractor 6204directly.

Internet Protocol Network Telephony (IPNT)

[0259] In all of the embodiments and aspects of the invention describedabove specific example have been drawn principally from thetechnological area of conventional intelligent telephony networks, otherthan what is now known as Internet protocol network telephony (IPNT),wherein computers simulate telephones through software, microphones, andspeakers, and telephony data between such equipped computers istransmitted over Internet (and sometimes other data networks, such asIntranets) connections and directed by servers, such as destinationnumber servers (DNS) in the Internet. In the IPNT world IP addresses areused instead of telephone numbers, and there are differences in the waydata packets are formulated and transmitted. Moreover, what may betermed routing is done by such as IP switches and hubs, whereindestination addresses may be changed. These differences, however, arenot limiting in embodiments of the present invention.

[0260] In many embodiments of the invention described, the inventionsare involved with new and unique ways to use machine intelligence fortelephony functions, particularly, but not exclusively, as thesefunctions relate to call centers and intelligent routing of calls. Ininstances of the invention described, as will be readily apparent tothose with skill in the art, the principles of the invention may also beapplied to IPNT without undue experimentation.

[0261] As examples of IPNT application, in those embodiments dealingwith personal routing and personal routers, the methods and apparatusdescribed may also be adapted to IPNT so personal routing rules,negotiation, and the like may be provided for IPNT calls as well. In theaspects of the invention dealing with simulation of CTI applications andtesting, the applications may apply to IPNT telephony as well as to moreconventional telephony systems. Other examples will be apparent to thosewith skill in the telephony arts.

[0262] It will be apparent to those with skill in the art that there aremany alterations that may be made in the embodiments of the inventionherein described without departing from the spirit and scope of theinvention. Some of these have been described above

[0263] Many of the functional units of the system in embodiments of theinvention may be implemented as code routines in computerized telephonyequipment, computer servers, and individual workstations. It iswell-known that programmers are highly individualistic, and mayimplement similar functionality by considerably different routines.Also, the invention may be applied to widely varying hardware systems.Further, hardware used to practice the invention may vary in many ways.There are similarly many other alterations in the embodiments describedherein which will fall within the spirit and scope of the presentinvention in it's several aspects described. The invention is limitedonly by the breadth of the claims below.

What is claimed is:
 1. A method for establishing a home agent from anInternet-connected call center, comprising steps of: (a) placing a firstInternet Protocol Network Telephony (IPNT) call from a call-centermanaging computer to a PC at an agent's location remote from thecall-center managing computer, thereby establishing an active IPNT call;(b) receiving a second IPNT call from a client at the call-centermanaging computer; and (c) substituting the second call for the firstcall as the active IPNT call.
 2. The method of claim 1 furthercomprising a step (d) for substituting a third call for the second call.3. The method of claim 1 wherein local agents having PCs are connectedto the call-center managing computer by a local area network (LAN), andplural home agents are established by opening IPNT calls to the pluralhome agents via the Internet, and wherein IPNT calls are routed to thelocal agents on the LAN and to the plural home agents without ending theconnections to the home agents.
 4. An Internet Protocol NetworkTelephony (IPNT) call center, comprising: a managing computer having aconnection to a wide area network (WAN); and a plurality of agentstations at remote locations from the managing computer, a PC at each ofthe agent stations also connected to the Internet; wherein the managingcomputer is adapted to establish a first IPNT call to one of the remoteagent stations over the WAN, to receive a second IPNT call from a clientwhile the first call is open, and to substitute the first call for thesecond call, thereby connecting the home agent with the client placingthe second call.
 5. The IPNT call center of claim 4 wherein the WAN isthe Internet.
 6. The IPNT call center of claim 4 wherein the managingcomputer is further adapted to substitute third and subsequent calls forclients for the open call to the agent station, thereby connecting aseries of calls from clients to the managing computer to the agent atthe agent station.
 7. The IPNT call enter of claim 6 wherein themanaging computer is adapted to select remote agents for receivingincoming IPNT calls, and to connect incoming IPNT calls to any remoteagent with whom an IPNT connection has been made.
 8. The IPNT callcenter of claim 4 further comprising local agent stations having PCsconnected to the managing computer on a local area network, and whereinthe managing computer is adapted to select agent stations to receiveincoming calls, and to route incoming calls to agent stations withoutregard for whether the selected agent station is connected to themanaging computer by LAN or WAN.
 9. The IPNT call center of claim 4wherein the managing computer is a Computer Telephony Integration (CTI)processor in a multimedia call center, the CTI processor connected by aCTI link to a telephony switching apparatus having a wide band trunk forreceiving telephone calls and plural station side ports connected totelephones at the local agent stations.
 10. The IPNT call center ofclaim 9 wherein incoming calls, both plain old telephone service (POTS)and IPNT calls, are routed to selected agents according to routing rulescovering all incoming calls without preference to type, IPNT calls beingtransferred to PCs and telephone calls to telephones by manipulating theswitching apparatus.